We take great pride in the products and services we offer to both Healthcare Providers and Healthcare Seekers.
However, we understand that sometimes issues arise, and we’re here to help if they do.
We value all feedback - as it helps us improve your experience. So, whether you’re a healthcare provider or seeker and you need to make a complaint, here’s what you need to know:
How to make a complaint
E-mail support@halocheck.co.uk
Information for Healthcare Seekers making a complaint
Healthcare providers on Halocheck are expected to handle complaints professionally and responsibly—and we recommend you contact them directly to try and resolve your issue first.
If you're unable to resolve the issue directly with the healthcare provider, please contact us using the "How to make a complaint" section above and we’ll look into it.
All complaints are reviewed in line with our complaints handling procedure — depending on the seriousness of the complaint. We may contact both the Healthcare provider and healthcare seeker to request supporting evidence such as invoices, proof of payment and photos to assess the healthcare providers compliance with our standards. We could then:
- Provide guidance to the Healthcare Provider.
- Restrict or, in serious cases, remove a Healthcare Provider from the Halocheck platform according to our Terms of Use Policy.
- Limit the healthcare providers activity on our platform during the investigation.
- As a platform, we don’t get directly involved in resolving disputes between healthcare providers and consumers, and we don’t offer a formal mediation or dispute resolution service. Instead, we believe the best outcomes come from open, honest, and respectful communication between both parties. We encourage healthcare providers and healthcare seekers to talk to each other directly, giving each side the chance to explain, clarify, or resolve any misunderstandings. In our experience, most issues can be worked out when both parties are willing to listen and engage constructively. While we’re not here to take sides, we do believe in fostering a fair and balanced space where everyone’s voice can be heard — and that starts with open conversation.
Information for Healthcare Providers making a complaint
At Halocheck we value feedback and try to resolve any membership disputes in a friendly and fair way.
Here’s how we’ll handle it:
- If you have a Membership Dispute, you’ll send us a written notice to support@halocheck.co.uk that explains the issue clearly and honestly.
- Once we receive your notice, our customer service team will work with you to find a solution through open discussions and cooperation.
- If we can’t resolve the issue within 30 days, it will be passed on to a senior officer from both sides to review and help sort things out.
- If the dispute still isn’t resolved within another 30 days after that, either of us can explore other legal options or solutions.
Further support
If the issue remains unresolved, you could look at the following options:
- Consider leaving a review of the Healthcare provider to share your experience with other consumers.
- Speak to the Citizens Advice Consumer Helpline on 0808 223 1133 or visit citizensadvice.org.uk and they can support with free legal advice.
- Contact your bank or insurance provider to see if they can support you with retrieving funds in the event of fraud.
- Contact their governing body or provider of accreditation service — such as the HCPC.
- Make a claim on their Public Liability Insurance if you think this may be an option available to you.
- Report them to the police. Bad practice may mean fraud or theft, so it's worth reporting this if you believe they have acted illegally or you’re feeling unsafe.
- Consider Making a Money Claim online via HM Courts & Tribunals Service for small claims.
Refunds
Our monthly and annual subscription service does not offer refunds for individual billing periods. However, you can cancel your subscription at any time, and your listing will be suspended at the conclusion of your current billing cycle.
No further charges will be applied upon cancellation.
To cancel your membership, please log in to your account and manage your subscription settings in the Member Admin area. If you wish to remove your public listing on Halocheck, you can do so by unpublishing or deleting your listing.