Complaints Policy
CKE Genetic Services Ltd (trading as CKE Genetics)
Last updated: April 2026
1. OUR COMMITMENT
CKE Genetics is committed to providing a high standard of care and service.
We take all feedback seriously and aim to address concerns promptly, fairly, and transparently.
If something has not met your expectations, we encourage you to let us know so we can resolve the issue and improve our services.
2. HOW TO MAKE A COMPLAINT
If you wish to make a complaint, please contact us using the details below:
Email: info@ckegenetics.co.uk
Phone: 020813 70539
Post:
CKE Genetic Services Ltd
132 Chesterfield Drive
Sevenoaks
TN13 2EF
United Kingdom
Please include:
- your name and contact details
- a clear description of your concern
- any relevant dates or information
3. WHAT HAPPENS NEXT
We will acknowledge your complaint within 3 working days of receipt.
We aim to investigate and respond in full within 10 working days. If additional time is required, we will inform you and provide an updated timeframe.
Our response will set out:
- the outcome of our investigation
- any actions taken or proposed
- any further steps available to you
4. INFORMAL RESOLUTION
Where appropriate, we may attempt to resolve concerns informally and quickly.
Many issues can be addressed promptly through clarification or discussion with your genetic counsellor.
5. ESCALATION
If you are not satisfied with our response, you may request that your complaint is reviewed.
We will arrange for a further review and provide a final response.
6. EXTERNAL OPTIONS
If your complaint relates to clinical care and you remain dissatisfied after our final response, you may wish to seek independent advice or raise your concern with an appropriate external body.
We can provide guidance on this where relevant.
7. CONFIDENTIALITY
All complaints are handled in confidence.
Your care will not be affected in any way by raising a concern.
8. LEARNING AND IMPROVEMENT
We use feedback and complaints to improve our services, processes, and patient experience.