# Complaints

**In plain English:** if something has gone wrong, tell us. We will acknowledge your complaint, look into it properly, and tell you what we found and what we will do.

Version 23 September 2026

## What you can complain about

- **Our service**, including our products and how we have dealt with you.
- **How we handle personal data**, under our data protection complaints procedure below.
- **Accessibility**, if you could not use our website or needed information in another format.
- **Clinical safety**, which we route to our Clinical Safety Officer.

## How to complain

Email [Assist@gateway-global.co.uk](mailto:Assist@gateway-global.co.uk), and put "Complaint" in the subject line.

## What to include

- your name and how to contact you;
- what happened, and when;
- what you would like us to do.

Please do not send us any patient information.

## What happens next

We acknowledge your complaint, look into it, and reply with what we found and what we will do about it.

## If you are not satisfied

For complaints about how we handle personal data, you also have the right to complain to the Information Commissioner's Office: [ico.org.uk/make-a-complaint](https://ico.org.uk/make-a-complaint/).

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Source: https://gateway-global.co.uk/legal/complaints/
Updated: 2026-09-23