Right Choice

Complaints & ADR

If something isn't right.

We take every concern seriously. This page explains how to raise a complaint, what to expect at each stage, and how to escalate independently if we cannot reach a resolution.

Raise a complaint online

The fastest route is our secure online form. You can also email complaints@rightchoiceuk.com or call +44 (0)20 7183 4310.

We will acknowledge receipt within 1 working day. By submitting, you consent to us processing the information for the purpose of investigating your complaint, in line with our privacy policy.

Escalation timeline

  1. 01

    Day 0 — Raise Your Concern

    Contact your coordinator by phone or email, or submit the online form below. Acknowledgement within 1 working day.

  2. 02

    Within 5 Working Days — Initial Response

    A senior client-care manager reviews your file, contacts the treating clinic where relevant, and sends a written initial response.

  3. 03

    Within 20 Working Days — Formal Investigation

    If the matter is not resolved, we open a formal investigation. You receive a written outcome with proposed remedy or explanation.

  4. 04

    Within 8 Weeks — Final Response (Deadlock)

    If still unresolved, we issue a final 'deadlock' letter confirming our position and your right to escalate to an ADR provider.

  5. 05

    ADR Escalation

    You may refer the dispute to an approved Alternative Dispute Resolution provider, or use the EU Online Dispute Resolution platform if you reside in the EU.

Independent ADR Route

Alternative Dispute Resolution

If we are unable to resolve your complaint after eight weeks, or if we have issued a final 'deadlock' letter, you have the right to refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. ADR is an independent, impartial process and is free or low-cost for consumers.

Referrals to ADR must usually be made within 12 months of our final response. Please keep a copy of all correspondence.

Contact a coordinatorEmail complaints team →