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How You Can Help

We can provide a better service if you:

• Have your customer reference (user name) handy if you are already a customer (this appears on the initial joining email we sent you.)
• Call us first if you have any questions - this may save you time. Remember, in order to protect your privacy and security when using our online shop, never tell anyone else your bank account details unless you see the 'locked' security padlock in the corner of your browser screen.
• Tell us as soon as possible if you have made a mistake, or if you think we have made a mistake, and
• Let us know if you will be late or are unable to keep an appointment at our clinic. You can either call the helpline on 0870 990 8 911 or cancel your appointment online.

Your responsibilities

To continue to receive correct services and products from us you are expected to:

• Tell us if your circumstances have changed or are about to change. If you have changes in your circumstances like changes in address, medication, health, you need to tell us. If you don’t tell us about changes in your circumstances or health we are unable to give you the service and advice you need!
• Read, or have read to you, all the information we send or give to you

Contact us if you do not understand any of the information or literature you have been sent. Tell us if you want us to grant access for someone else to assist you on your behalf (like a carer or family member).