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Complaints and appeals process

It is the policy of the LIA Laboratories to implement prompt and effective action in response to any form of complaint, which may be made in respect of any testing and services provided.

In the event of a complaint the complainant shall put their complaint in writing to the laboratories and send it to;

LIA Laboratories Ltd

Stafford Park 7,
Telford,
Shropshire,
TF3 3BQ

Email: lab@thelia.org.uk

Upon receipt of a complaint the complainant shall be informed of the receipt of the complaint and informed of the timescales for investigation and response.

The process for appeals operates in the same way as complaints where any appeals shall be put in writing to the laboratories. The appeal investigation will be conducted by personnel who were not involved in the original complaint process to ensure impartiality.

Further details of the complaints and appeals process is available through request.