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Complaints and Feedback: How to Contact Accurx
Complaints and Feedback: How to Contact Accurx

Find out how to get in touch with Accurx to provide feedback or lodge a complaint.

John F avatar
Written by John F
Updated over a week ago

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.

Live Chat

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 to Friday 8am to 8pm

  • Saturdays 9am to 5pm

  • Sundays/ Bank Holidays 9am - 1pm

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.

Email

Another way to get in touch with Accurx for support enquiries and feedback is by emailing support@accurx.com.

If you are writing to us to give feedback, please include "Feedback" 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.

If you want to specifically raise a complaint then please email, complaints@accurx.com. We endeavour to respond to your email within 48 working hours with an acknowledgement and aim to submit our final response within 5 working days.

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.

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 our complaints@accurx.com 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 within 5 working days.

Should the investigation require further time and an extension of the 5 working days is required we will inform the user of this decision every 5 working days until the complaint response is submitted.

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.

Please note: During seasonal periods (e.g. Christmas and New Year's) our Complaints Team response time will be slightly longer. πŸ‘‡

  • We will endeavour to acknowledge receipt of your complaint within 1-working week.

  • We will endeavour to submit a final response to you within 10 working days.

  • If there is any delay then we will look to communicate this to you promptly.

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.

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