01603 327 053
Practitioners
Patients
- Genotyping
State-of-the-art genotyping services - Pharmacogenetics
Personalised approach to prescribing medications - Metagenomic Sequencing
Profiling of gut, oral and vaginal microbiome - Bloodborne Infection Screening
Detection of key blood-borne infections. - Contract Research
Tailored solutions support for the entire assay lifecycle
Complaints Policy
AttoDiagnostics is committed to delivering the highest standard of analytic services. If our service has not met your expectations, we encourage you to raise this with us so that we can investigate and, where appropriate, take corrective action.
How to Raise a Complaint
Complaints should be submitted in writing to:
- AttoDiagnostics Limited, 33 Scottow Enterprise Park, Badersfield, Norwich, NR10 5FB
Email: info@attodiagnostics.com
Your complaint should include the organisation name, relevant case or order reference numbers, and a detailed description of the issue to enable a full investigation. Where your complaint relates to a specific test or sample, please include the unique reference barcode and any relevant participant identifiers as permitted under your data processing agreement.
If you are unable to submit your complaint in writing, please call our office on 01603 327 053 and a member of our team will assist you.
Please note: Our ability to investigate a complaint will reduce significantly after case records have been destroyed. Retention times for records are defined in your Service Level Agreement (SLA) or, where no SLA is in place, in our standard Terms and Conditions. We advise raising complaints as soon as an issue comes to your attention.
Investigation Process
We will acknowledge your complaint within three working days of receipt and commence our investigation.
We aim to complete all complaint investigations within two weeks. Where the investigation is complex — for example, where it involves laboratory re-analysis, third-party review, or cross-referencing with quality management records — we will inform you in writing and provide regular progress updates.
Upon completion, we will provide you with a written summary of the investigation outcome, including any corrective or preventive actions taken or proposed.
Closure and Escalation
We will notify you when we consider the complaint to be closed. If you believe the matter remains unresolved, please respond to us in writing and we will escalate your complaint to senior management, who will conduct an independent review and respond to you directly.
For complaints that cannot be resolved through our internal process, the dispute resolution provisions set out in your Service Level Agreement will apply.
Version 1, updated on 01/04/2026.