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Complaints Policy

Cellmark is committed to providing all of our customers with the highest standard of service. We can continually improve service to our customers, preserve our reputation and maintain customer loyalty by listening to customers and responding to comments and complaints.

We take complaints seriously. If we have not met customer expectations, we need to know so that we can make sure that it never happens again. We can be contacted by telephone 0800 036 2522,, via this website: or by letter addressed to the Customer Service Manager.

Where a customer has a complaint we will:

  • Record the complaint on receipt.
  • Contact the customer within 2 working days to acknowledge the complaint and to confirm or, if necessary, obtain further details.
  • Investigate the complaint promptly and fairly.
  • Respond in writing within 30 days of receipt of the complaint*, with the outcome of our investigation and, if necessary, to agree further time to resolve the complaint to the customer’s satisfaction.
  • Keep the customer informed of progress by letter or e-mail and update the complaint appropriately.
  • We recognise it may not always be possible to meet the 30 day turn-around time for provision of a final report as Cellmark may be awaiting information from a third party. In these cases a comprehensive interim report should be provided.
  • Resolve the complaint to the satisfaction of the customer or if the customer remains dissatisfied, advise them of their right to refer the complaint to the United Kingdom Accreditation Service.
  • Close the complaint after 2 weeks following our written response to the customer if further correspondence from the customer is not received.

*For DNA Relationship and Hair Drug & Alcohol testing customers, a formal complaint report may not necessarily be required and complaints may be resolved either telephonically or by e-mail from Cellmark’s Customer Services department.

NOTE: If the target date for response to the customer cannot be met, the reason and revised date must be recorded in any corrective action.