We pride ourselves on being user-centred and value feedback to continuously improve our products and services. If you have feedback or would like to get in touch, you can contact us via Live Chat and an email service where Accurx User Support Specialists can assist with a wide range of questions.
The fastest way to get in touch with Accurx is via Live Chat, a live messaging function available directly from the Accurx website.
Simply click the green chat icon at the lower right-hand corner of the page to be connected with an Accurx User Support Specialist.
Live Chat Hours
Monday - Friday: 09:00 - 19:00
Saturday - Sunday (and bank holidays): 09:00 - 13:00
Outside of Live Chat support hours, users can still send messages and our User Support Specialists will respond during the next period of operating hours.
Another way to get in touch with Accurx for support enquiries and feedback is by emailing firstname.lastname@example.org.
If you are writing to us to give feedback or about a complaint, please include "Feedback" or "Complaint" in the subject line.
Emails are received by the User Support Specialist team at Accurx, who will respond and try to help as soon as possible.
Required Contact Details
So we can best help you, when contacting us to escalate an issue or lodge a complaint, please provide us with your full name, contact details, and the organisation/s that you are escalating the issue on behalf of (this could be the ICS or your practice's name).
Your contact details will only be used for the logging of your escalation or complaints, and any subsequent communications relating to the case.
Complaints and Feedback Process
When you escalate an issue or lodge a complaint via Live Chat or email, we will provide you with a confirmation with a case reference number within 48 hours of receiving your complaint.
If your complaint or query needs to be escalated, the case will be referred to the relevant team/s to be reviewed, who will then reach out to you with further communications with 5 working days.
We want to resolve issues as quickly as possible, however, depending on the complexity of the case, we may need a little longer to investigate and get to the bottom of things. Nonetheless, we aim to resolve all complaint cases within 30 working days.
We continuously review complaints and feedback from users to help us improve our products and the service we provide. So if you have any concerns or think we could do better, please get in touch via one of the above channels, we'd love to hear your thoughts.