We are committed to providing the best service to all of our clients. We recognise, however, that there may be times where improvement is needed, and we always welcome our clients sharing this feedback with us.
neurobox aims to resolve all complaints as quickly as possible, and to the satisfaction of our clients. We consider a complaint to be an expression of dissatisfaction about the standards of service provided by neurobox.
How to make a complaint to us
If you need to make a complaint to us, please contact us using either of the below methods;
Email: hello@neurobox.co.uk
Postal: neurobox, Suite 4, Bishop Bateman Court 5-7 New Park Street, Cambridge CB5 8AT
Please make sure to include your name, contact number and email address in your complaint correspondence and mark the subject heading as Formal Complaint. This will enable us to contact you as quickly as possible. If there is a particular outcome you wish for us to meet to resolve your complaint, please include this. We will always try to resolve your query in the best possible way so any feedback from you would be appreciated.
How we will respond to your complaint
For complaints received by email, we will acknowledge this within 7 working days and aim to respond in full to your complaint in 20 working days.
For complaints received by post, we will acknowledge this within 10 working days and respond in full to your complaint within 28 working days.
There may be times where we are unable to make comment on your complaint if it does not relate to services provided by neurobox ourselves. We will, however, endeavour to do our best to resolve any complaint we receive to your satisfaction.
Once your complaint has been investigated, we will respond to you with a final decision within a maximum time of 28 working days. If there is any delay to timescales, due to extenuating circumstances, we will inform you as soon as reasonably practicable.
While we hope to resolve matters in the first instance, if you are not satisfied with the outcome, you may write to neurobox’s Director setting out your reasons for further investigation and review.