Legal
Complaints procedure
If something has gone wrong, we would rather hear it from you than not. This sets out how to tell us, what we will do, and who to go to if we do not put it right.
- Version
- 2.0
- Last updated
- 31 August 2026
- Owner
- Company Director
Our approach
A complaint is information about something that is not working. We would rather fix the cause than manage the individual case and move on.
You will not be treated differently for complaining, and you do not need to use any particular form of words.
How to complain
WhatsApp is the fastest route and is monitored during working hours. Email info@tridentlabs.uk if you would rather write, or if you want to attach photographs — of a damaged parcel, for instance.
It helps if you can tell us:
- your order number, if the complaint relates to an order;
- what happened, and roughly when;
- what you would like us to do about it.
That last point matters more than people expect. A refund, a replacement and an explanation are different outcomes, and we would rather aim at the one you actually want.
What happens next
- Acknowledgement. We confirm we have your complaint and tell you who is handling it.
- Investigation. We look at the order record, the correspondence, and — where relevant — ask the laboratory or the courier for their account.
- Response. We tell you what we found, whether we think something went wrong, and what we are doing about it. If we got it wrong, we say so.
- Change. Where a complaint reveals a problem with a process rather than a one-off, we change the process.
Timescales
- Acknowledgement — within two working days.
- Full response — within ten working days.
- Where more time is needed — we tell you why and give a date, and we keep you updated rather than going quiet.
Something urgent — a missing parcel containing a time-sensitive kit, for instance — is dealt with straight away rather than queued.
If you are not satisfied
Ask for your complaint to be reviewed by a company director, who will not have been involved in the original response. Say that you want a review and we will arrange it without argument.
If you remain unhappy after that, the external routes below are open to you. You can also use them without coming to us first, though we would rather have the chance to put things right.
External bodies
- Citizens Advice consumer service — free advice on your consumer rights, and the route into Trading Standards. 0808 223 1133.
- Trading Standards — for complaints about how goods were sold, described or supplied.
- Information Commissioner's Office — for anything about your personal data. ico.org.uk, 0303 123 1113. See our privacy policy.
- Advertising Standards Authority — if you believe something in our marketing or on our product pages is misleading. asa.org.uk.
- MHRA Yellow Card scheme — to report a suspected problem with a medical device, including a test kit. yellowcard.mhra.gov.uk.
We are not a healthcare provider, so the Care Quality Commission, the General Medical Council and the Parliamentary and Health Service Ombudsman have no jurisdiction over Trident Labs. If your concern is about clinical care you received elsewhere, those bodies may be the right route for that provider.
Records
We keep a record of every complaint, what we found and what changed as a result. That record is reviewed periodically to see whether the same thing keeps happening.
Complaint records are kept for two years and are not linked to your health data or used for any other purpose.