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Legal

Complaints Procedure

Complaints Procedure

Effective 30 July 2026 · Last updated 30 July 2026

Introduction

Aurexus Group Ltd ("Aurexus", "we", "us" or "our") is committed to handling complaints fairly, promptly and transparently. We value feedback — including complaints — as an opportunity to improve our services, platforms and conduct.

This Complaints Procedure explains how to raise a complaint, what happens after you contact us, and how to escalate if you remain dissatisfied.

Who Can Complain

This procedure is available to:

  • Clients and customers of Aurexus services
  • Platform users (BioAegix, NPTTE PharmaNG, BeatIQ) where Aurexus is the direct service provider
  • Partners, suppliers and contractors
  • Website visitors and enquirers
  • Job applicants and personnel (employment-related complaints may also follow HR procedures)
  • Any person affected by Aurexus' actions or omissions

If you are a patient or care service user accessing BioAegix through a healthcare provider, you should normally raise clinical or care-related concerns with that provider in the first instance. We will cooperate with provider complaints processes where we are a processor or technology supplier.

What Can Be Complained About

You may use this procedure to raise concerns about:

  • Quality or delivery of services or products
  • Conduct of Aurexus personnel or representatives
  • Billing, contractual or commercial disputes (informal stage)
  • Data protection and privacy matters
  • Accessibility barriers
  • Discrimination, harassment or equality concerns
  • Anti-bribery, modern slavery or ethical conduct
  • AI system behaviour or transparency
  • Website content or communications
  • Any other aspect of our business that has caused you dissatisfaction

How to Submit a Complaint

Email (preferred)

Email: admin@aurexus-group.com
Subject line: Complaint — [brief description]

Post

Complaints, Aurexus Group Ltd, Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, Suffolk, England, IP28 7DE

Partnership-related complaints

Email: admin@aurexus-group.com

Information to Include

To help us investigate efficiently, please provide:

  • Your name and contact details
  • Your organisation (if applicable)
  • A clear description of the complaint
  • Relevant dates, reference numbers or account details
  • Steps already taken to resolve the issue
  • The outcome you are seeking
  • Supporting documents or evidence (if available)

We will assist you if you need help formatting your complaint.

Our Process

Stage 1: Acknowledgement

We aim to acknowledge your complaint within five business days of receipt, confirming:

  • That we have received your complaint
  • A reference number (where applicable)
  • The name or team handling your complaint
  • Expected timeframe for a substantive response

Stage 2: Investigation

We will investigate your complaint fairly and impartially:

  • Review relevant records, communications and system logs (where appropriate and lawful)
  • Consult personnel involved
  • Consider applicable policies, contracts and legal obligations
  • Request additional information from you if needed

We aim to provide a substantive response within 20 business days. Complex complaints may require longer; we will notify you of any extension and the reason.

Stage 3: Response

Our response will include:

  • Summary of your complaint
  • Findings from our investigation
  • Our decision and reasoning
  • Remedial action proposed (if applicable), which may include apology, correction, service credit, process improvement or other reasonable remedy
  • How to escalate if you remain dissatisfied

Stage 4: Escalation

If you are not satisfied with our Stage 3 response, you may request escalation within 20 business days of receiving it.

Escalation requests should be sent to admin@aurexus-group.com with subject line "Complaint Escalation — [reference]".

Escalated complaints are reviewed by senior leadership not previously involved in the investigation. We aim to respond within 20 business days.

External Escalation

Depending on the nature of your complaint, you may have rights to refer matters to external bodies:

Complaint type External body
Data protection Information Commissioner's Office (ICO) — ico.org.uk
Equality and discrimination Equality Advisory Support Service — equalityadvisoryservice.com
Clinical/care matters Relevant healthcare provider or CQC (via provider)
Unresolved contractual disputes Courts of England and Wales (subject to contract terms)

We will signpost appropriate external routes in our response where relevant.

Confidentiality and Records

Complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve the matter.

We retain complaint records for a reasonable period to monitor trends, demonstrate accountability and comply with legal obligations — typically up to three years from resolution.

Vexatious or Abusive Complaints

We will not tolerate abusive, threatening or discriminatory behaviour toward our personnel. We may decline to engage with complaints that are vexatious, repetitive without new evidence, or made in bad faith — while ensuring legitimate concerns are always addressed.

Learning from Complaints

We analyse complaint trends to identify systemic issues and drive improvement across our services, platforms and policies. Significant findings are reported to leadership.

Specialised Policies

Some concerns are also covered by dedicated policies:

You may use this complaints procedure alongside those channels.

Contact Summary

General complaints: admin@aurexus-group.com
Post: Complaints, Aurexus Group Ltd, Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, Suffolk, England, IP28 7DE

Governing law: England and Wales

Review

This procedure is reviewed at least annually and updated following significant changes to our services or regulatory requirements.