Complaints

Complaints we handle

• A practice cancelled, did not attend, or could not deliver what you booked.
• A refund has not arrived, or the amount looks wrong.
• The price or description on a listing did not match the appointment.
• A review has been published that should not have been.
• Anything about how Ruu Choice itself has behaved.

Complaints about clinical care

We are a marketplace, not a healthcare provider, and we cannot investigate clinical treatment. Raise it with the practice first: every registered practice must have a complaints procedure and must tell you what it is.

• Dental care: if the practice cannot resolve it, the Dental Complaints Service handles private dentistry, and the General Dental Council handles concerns about a clinician’s fitness to practise.
• Pharmacy services: the General Pharmaceutical Council handles concerns about a pharmacy or a pharmacist.

Tell us anyway. We record every complaint against the practice, and a pattern affects whether a listing stays on Ruu Choice.

What happens when you complain

• We acknowledge it within two working days and give you a reference.
• We put the complaint to the practice and ask for their account.
• We give you an answer within ten working days, or tell you why we need longer.
• Where money is in dispute and we still hold it, we can refund you directly while the complaint is looked at.

Make a complaint

Use the contact form and choose “A complaint”, or email support@ruuchoice.com. Include your booking reference if you have one.