If you need to make a complaint
The person assigned to deal with customer service-related complaints is:
Charlotte House
Dexcom
Building Three
Watchmoor Park
Camberley
GU15 3YL
Tel No: 0800 031 5761
Email address: [email protected]
www.dexcom.com
Step-by-step complaints procedure
If you are not completely happy with our service, we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, should you have any problems, we want you to tell us what went wrong so we can put matters right.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly without delay, and
- Make sure you are satisfied with how your complaint was resolved
How and where to complain
If you are not satisfied with any aspect of our service you can tell us about your complaint in the following ways:
In writing – write to us and address your letter to The Customer Complaint Manager at the address provided above
By telephone – call us on 0800 031 5761 during our office hours and press Option 3 for the Sales Department
By email – use the email address shown.
How long will it take? We aim to resolve your complaint straight away but if we can’t, then we will write to you within 24 hours to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint and
- When we will contact you again
We will aim to fully resolve your complaint within 5 working days, but it may take longer if the matter is more complex.
We will keep you informed on a regular basis but if you need an update, please call us on 0800 031 5761 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
- Issue our final decision letter which will explain our final position.
Office opening times:
Monday - Thursday 09:00 - 17:30
Friday 09:00 - 16:00
Tel: 0800 031 5761
Email: [email protected]