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Last updated: 2 March 2026
SyncMed is committed to providing a high-quality experience for all users. If something goes wrong, we want to know about it so we can put it right. This procedure explains how to raise a complaint and what to expect.
You can raise a complaint about any aspect of SyncMed, including:
For safeguarding concerns (e.g., inappropriate behaviour, harassment, risk of harm), please use our Safeguarding Policy instead, as these require a faster and more specific response.
Email: support@syncmed.co.uk
Subject line: Complaint: [brief description]
Please include:
Stage 1: Acknowledgement. We will acknowledge your complaint within 48 hours of receipt.
Stage 2: Investigation. We will investigate your complaint fairly and proportionately. This may involve reviewing platform records, contacting the other party, or speaking with you for further details.
Stage 3: Resolution. We aim to resolve all complaints within 14 working days. If we need more time, we will let you know and explain why.
Stage 4: Outcome. We will write to you with our findings and any action we have taken. Possible outcomes include:
If you are unhappy with how we handled your complaint, you can request a review by writing to:
Dr Azizi
Founder & CEO, SyncMed
Email: support@syncmed.co.uk
Subject line: Complaint Review Request: [your original complaint reference]
We will review the matter independently and respond within 14 working days.
If you remain dissatisfied after our internal process, you may pursue the matter through the dispute resolution process set out in our Terms & Conditions (Section 14: Dispute Resolution).
For complaints about how we handle your personal data, you also have the right to complain to the Information Commissioner's Office (ICO):