Complaints Policy

We want you to have the best possible experience with AttoPGx. If something hasn't gone as expected, we want to hear about it so we can put it right.

How to Make a Complaint

You can contact us in writing by letter or email:

• AttoDiagnostics Limited, 33 Scottow Enterprise Park, Badersfield, Norwich, NR10 5FB

Email: info@attodiagnostics.com

Please include your full name, the unique reference barcode from your test kit (if applicable), and a clear description of your complaint so we can investigate thoroughly.

If you are unable to write to us, please call our office on 01603 327 053 where a member of our team will be happy to help.

Please note: Our ability to investigate a complaint will reduce significantly after case records have been destroyed. Retention times for sample records can be found in our Terms and Conditions. We recommend making your complaint as soon as the issue comes to your attention.

What Happens Next

We will acknowledge your complaint within three working days of receipt and begin our investigation.

We aim to complete all investigations within two weeks. If the matter is more complex and requires additional time, we will let you know in writing and keep you regularly updated on progress.

Once our investigation is complete, we will write to you with the outcome, including any actions we have taken or propose to take.

Closure of the Complaint

We will tell you when we consider the complaint to be closed. If you do not feel the matter has been resolved, please respond to us and we will escalate your complaint to our senior management, who will review the investigation and your comments and reply to you directly.

If you remain dissatisfied after our internal process has been exhausted, you may wish to contact your local Citizens Advice Bureau or Trading Standards service for independent guidance.

Version 1, updated on 01/04/2026.