Customer Complaints Policy

Purpose

This policy aims to ensure that anyone who deals with UK Anti-Doping is aware of our customer complaints policy and can easily register a complaint if necessary.  UK Anti-Doping welcomes feedback of all types and we are committed to continually improving the service we provide.

Scope

A complaint is defined by UK Anti-Doping as an expression of dissatisfaction with the service delivery or behaviour of UK Anti-Doping staff or representatives.  This does not include initial requests for service, asking for an explanation of a policy or procedure or an appeal against a decision.  Dissatisfaction with policies and procedures outside of the direct control of UK Anti-Doping will not be treated as a complaint, however we will log comments and pass them on to the relevant responsible body as appropriate.

Principles

UK Anti-Doping is registered to International Quality Standard ISO 9001:2015 and as such has a documented complaints procedure which complies with the requirements of the Standard. 
Formal complaints may be made online via the website using the email in the ‘contact us’ section of the website; in person; by telephone or in writing via post or fax.  UK Anti-Doping aims to log and fully investigate complaints within 7 working days, or provide the complainant with a reason why if this is not possible.

UK Anti-Doping will investigate complaints which have been made anonymously, however we would prefer to be able to contact the complainant in order to ensure that we have adequately addressed the reported concerns.

The address to send complaints to is:

UK Anti-Doping
Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8AE
Telephone: +44 (0) 20 7842 3450
Email: ukad@ukad.org.uk