How do I make a complaint?

We’re sorry to hear that something didn’t go as expected. Your feedback matters, and we appreciate you taking the time to let us know. Raising a concern helps us understand what went wrong, make things right, and improve our service for everyone.

Please email us at support.uk@roczen.com

Providing clear and detailed information helps us investigate quickly and thoroughly. In your submission, please include:

Acknowledgement (within 3 working days)

You’ll receive an email confirming we’ve received your complaint.

Investigation & Response (within 20 working days)

We will review all relevant information, speak with involved parties, and assess any evidence provided. If we need more details, we’ll reach out to you directly.

Once the investigation is complete, you’ll receive a written response outlining our findings, any actions taken, and next steps. If more time is needed, we’ll keep you informed and explain why.

All complaints are handled confidentially. We only share details with staff directly involved in resolving the issue. Your personal information is protected under GDPR and other applicable data protection laws.

Before escalating your complaint, it’s important that you first give us the opportunity to fully review and respond to your concerns. We’re committed to resolving issues fairly and promptly, and most complaints can be resolved directly with our team.

However, if you’ve completed our complaints process and still feel your concerns haven’t been resolved, you may choose to escalate your complaint to one of the following independent organisations:

For patients using private healthcare providers that are part of the ISCAS scheme.

For complaints about NHS services in England, after you’ve completed the provider’s complaints process.

The CQC doesn’t investigate individual complaints, but you can share your experience to help improve care standards.