Complaints & Feedback
At Voy, our guiding principle is "Care Above All". Putting you at the heart of everything we do isn't just a phrase, it is our daily standard. If we ever miss the mark or fail to raise the bar for you, we want to know. Your feedback is exactly how we learn, improve, and deliver a higher standard of care.
How to Raise a Concern
We welcome your feedback at any stage of your journey with us. Our priority is to listen, understand what happened, and find an honest, balanced resolution as quickly as possible.
To keep things efficient, our process moves through two main stages:
Stage 1: Resolution
Most everyday queries or minor worries can be sorted out right away by our support team or supervisors. If your concern cannot be resolved at this stage;
For Weight Loss and Hair Loss: Your concern is passed to our dedicated Customer Resolution & Insights Teams.
For TRT or Menopause: Your concern will be passed to our Team Leads or Specialists.
The teams will;
- Look into the issue and reach out to you directly.
- We aim to provide an explanation, apology, or practical remedy within 5 working days.
Stage 2: Escalation
If your concern is complex, requires a structured investigation, or if you feel your Stage 1 response didn't fully resolve the issue, you can request a formal review.
- We will acknowledge your formal complaint within 72 business hours, providing you with a named contact person and a clear list of the issues we are investigating.
- We aim to send you a full, formal response letter within 20 working days. If an investigation is highly complex and requires more time, we will send you a progress update every 20 working days until it is fully resolved.
Your Account Options During an Investigation
To ensure you feel entirely supported and respected, you have the right to request changes to your account while we investigate:
- You can request that we pause all non-essential communications, such as marketing and routine promotional messages.
- If you have other account requests, please reach out to our team for support to check what is possible.
Raising a concern on behalf of someone else?
- Medical confidentiality is incredibly important to us. If you are reaching out on behalf of an existing or former patient, we will need to obtain their written consent before we can share any specific details about their care or account.