Compliments, Concerns and Complaints

Vaccination UK (VUK) is committed to providing high-quality care to all service users and communities. We value service user feedback, actively encourage its sharing, and use it to drive continuous improvement. We ensure transparency by openly addressing concerns, acknowledging mistakes, and learning from feedback. 

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VUK standards for the management of compliments, concerns and complaints are based on our principles below:  

• Getting things right  
• Being customer focused  
• Being open and accountable  
• Acting fairly and proportionately  
• Putting things right  
• Seeking continuous improvement

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How to submit feedback to Vaccination UK 

We would love to hear your feedback. You can send your compliments, concerns or complaints to either: 

• By email to: [email protected]  
• By post to: ‘Vaccination UK Governance Team’  – 3 Portmill Lane, Hitchin, Hertfordshire, SG5 1DJ 

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If you are considering making a complaint but want to talk first 

Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service. 

Complaints – what you need to provide 

Please provide as much information as possible to Vaccination UK so that we can investigate your complaint thoroughly. Make sure to include the following details: 

• Your name, email and contact number for reply 
• The name of the service you want to complain about including the location 
• A clear description on the what you want to complain about including dates and times of when this happened. Please include as much information as possible 
• Provide details of any prior communication or engagement you have had with VUK staff, if applicable. 
   

Consent 

Where you are a legal guardian or hold parental responsibility for a child under the age of 16, their consent is not required for you to submit a complaint on their behalf.  

For individuals aged 16 and over, we encourage them to take responsibility for submitting their own complaint wherever possible.  

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What happens next?  

Your complaint will be acknowledged within 5 working days  

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Investigating the complaint 

All feedback from service users are taken seriously and thoroughly investigated. 

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Timeframes 

Depending on the complexity of the complaint it may take anything from 20 -60 working days to resolve. On completion of the investigation the complainant will be informed of the outcome. 

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VUK complaints handling is not limited to providing a response or remedy to the complainant but in addition focuses on ensuring that the feedback received through complaints is used to learn lessons and contributes to service improvement. 

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