Complaints

At XO Medical t/a Trim, our commitment is to deliver exceptional services and products tailored to your needs. We strive for excellence in every aspect, yet we recognize that there may be instances where we fall short of your expectations. Your feedback, whether it be a complaint, concern, or compliment, is invaluable to us as it guides our continuous improvement efforts to better serve all our patients.

Our team is readily available to address any issues or queries you may have regarding our services or products. Should you wish to file a formal complaint, please reach out to us via email at support@getTrim.co.uk with "Formal Complaint" clearly stated in the subject line to ensure prompt attention.

To facilitate a thorough investigation, we kindly request that you provide us with the following details:

• Your full name, email address, and postcode

• Order number (if applicable)

• A detailed description of your complaint

• Any relevant correspondence

Our internal complaints procedure is structured to:

1. Understand the nature of the complaint

2. Acknowledge receipt

3. Allocate resources for investigation

4. Review and identify the root cause

5. Respond appropriately

6. Take necessary action

7. Share insights for ongoing enhancement

We commit to acknowledging receipt of your complaint within 72 business hours, outlining the investigation process, and providing contact details for a dedicated staff member should you require further assistance. Subsequently, we will initiate an internal investigation to ascertain the circumstances and work towards a resolution.

Our standard timeframe for response is 20 working days. Throughout the investigation process, we endeavor to keep you informed of progress and may request additional information if needed to facilitate a thorough assessment. Please note that delays may occur during bank holidays.

Upon completion of the investigation, we will communicate our findings to you, detailing the actions taken to address your concerns. Additionally, any pertinent changes or insights gleaned from the process will be shared with our team and relevant stakeholders.

In cases where the complaint pertains to patient safety or safeguarding issues, rest assured that we will promptly notify our safeguarding lead and take immediate corrective measures as necessary. Your well-being and satisfaction remain our top priorities at all times.