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Policies

Privacy Policy

Because we value your privacy, Optum operates by these principles:

We explicitly ask when we need information that personally identifies you ("Personal Information"). For example, when you login to the Centralised Reporting, ScriptSwitch asks you for a user name, a password and an email address where applicable. We use your Personal Information to operate Centralised Reporting and the services offered by it. Personal information will be retained on the ScriptSwitch Customer Database for future reference. It will not be used for any other commercial purposes.

If at any time you believe that Optum has not adhered to these principles, please notify us by e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will use all commercially reasonable efforts to determine and correct the problem promptly.

 

Complaints Policy

Optum is committed to providing a best in class service and achieving the highest standards of conduct throughout its business.  One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.

Therefore we aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response
  • We treat it seriously whether it is made in person, by telephone, by letter, by fax or by email
  • We deal with it promptly, politely and where appropriate informally (for example by telephone).
  • We respond in the right way – for example, with an explanation, or an apology where we have got things wrong or, information on any action taken etc.
  • We learn from complaints and use them to improve our service

How to make a complaint

You can make a complaint in writing, by fax, by email or by telephone.
If you are writing, faxing or emailing your complaint, please provide your telephone number if a response by telephone in the first instance would be convenient.  If you are emailing, please state if a reply by email is required and if not please provide a full postal address.

What happens next?

We will reply within 48 hours from when we receive your complaint.  If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.

The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly.

Contact details:

Verena Homer – Head of Customer Services
Optum                     
3rd Floor
3 Sheldon Square
Paddington
London 
W2 6HY

Telephone: 0207 121 0560
Fax:  02476 214 650
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it