We want to put things right if something has gone wrong. This page explains how to complain about Scriptis, including about how we have handled your personal information.
How to complain
The quickest way is to email hello@scriptis.co.uk with "Complaint" in the subject line.
You can also write to us at Scriptis Software Ltd, 71 Vyse Street, Jewellery Quarter, Birmingham B18 6EX, or raise it in any other way you contact us, including through the "Message us" button in the software or on social media. However you get in touch, we will treat it as a complaint.
It helps if you tell us:
- your name and how to contact you
- your clinic's name, if you are a Scriptis customer
- what happened, and when
- what you would like us to do to put it right
If you are a client of a clinic
Your records belong to the clinic that treated you, and the clinic is responsible for them. If your complaint is about your records or your treatment, please contact the clinic first.
If you complain to us about something only the clinic can deal with, we will pass it to the clinic within 2 working days and tell you we have done so. If your complaint is about something Scriptis itself did, we will deal with it ourselves.
What happens next
- We acknowledge your complaint within 2 working days, and always within the 30 days the law allows for data protection complaints.
- We look into it straight away. We will check our records and audit trail and, if we need more information, we will ask you.
- We keep you updated. If our investigation will take longer than expected, we will tell you why and when to expect an answer.
- We tell you the outcome, normally within 14 days of receiving your complaint. We will explain what we found, what we are doing about it and, if we got something wrong, how we will put it right.
We keep a record of every complaint, including when it arrived, when we acknowledged it, what we did and the outcome. The Information Commissioner's Office can ask to see these records.
Complaining for someone else
You can complain on someone else's behalf. Before we look into a complaint about another person's information, we will ask for proof that they have agreed to you acting for them, so that we never share someone's details with the wrong person.
If you are not happy with our response
If your complaint is about how we have handled personal information and you are not satisfied with our answer, you can complain to the Information Commissioner's Office, the UK's data protection regulator:
- online at ico.org.uk/make-a-complaint
- by phone on 0303 123 1113
You can contact the ICO at any time, but it will usually expect you to have raised the complaint with us first.
Our privacy policy explains how we use personal information and the rights you have.