If something about Chronix Scribe has gone wrong, we want to know and put it right. Chronix Scribe is provided by Chronix Health Group Ltd (company number 16663224, registered in England and Wales, registered office 11-13 Upper High Street, Epsom, Surrey, KT17 4QY, ICO registration ZB962513).
This process is for complaints about our service — the app, billing, how we handled your data, or how we dealt with you. If your complaint is about the clinical care you received, please complain to your clinician's practice: they are responsible for your care and your records.
1. How to complain
- Complaint form — on the complaints page of the Chronix Scribe app (Legal → Complaints; no sign-in needed).
- Email — complaints@chronixhealthgroup.com.
- Post — Complaints, Chronix Health Group Ltd, 11-13 Upper High Street, Epsom, Surrey, KT17 4QY.
Please tell us your name, how to reach you, what happened and when, and what you would like us to do. Please do not send patient details — if we need them to investigate, we will ask the practice through a secure route.
2. Acknowledgement — with a reference and a date
- Form: an automatic acknowledgement email arrives within minutes with your reference and the date we will reply by.
- Email or post: we acknowledge within 2 working days with the same reference and date.
The reply-by date is 10 working days after we receive your complaint (Monday to Friday, excluding public holidays).
3. Investigation and reply
A named person who was not involved in what went wrong looks into your complaint. By the reply-by date we send you a full written reply explaining what we found, what we have done or will do, and any remedy we are offering (for example a refund or a correction). If we need longer, we tell you before the reply-by date, explain why, and give you a new date.
4. If you are not satisfied
Reply to our response within 30 days and ask for a review. A director of Chronix Health Group Ltd reviews the complaint and replies within a further 10 working days. That is our final response.
If your complaint is about how we handle personal data, you can also complain to the Information Commissioner's Office at any time: https://ico.org.uk/make-a-complaint/ or 0303 123 1113.
We do not currently use an alternative dispute resolution provider. Consumers keep their right to go to court.
5. What we keep
We keep complaints, our replies and what we did about them for 6 years after the complaint is closed, and use them — without personal details — to improve the service.