Complaints policy

Last updated: [publication date].

1. Our commitment

We want every customer to have a good experience with Phenome Longevity Ltd. If something has gone wrong, please tell us. We will treat your complaint fairly, take it seriously and try to put things right. Making a complaint will not affect how we treat you.

2. How to complain

Please email hello@phenomelongevity.com. You can also write to us at Phenome Longevity Ltd, The Shard, 32 London Bridge Street, London SE1 9SG, United Kingdom.

To help us deal with your complaint quickly, please include:

• your name and the email address linked to your account;
• your order number and, for a test kit, your kit ID;
• what went wrong and when; and
• what you would like us to do to put it right.

Photos or screenshots are helpful where relevant, for example for damaged items.

3. What happens next

1. We acknowledge your complaint within 2 working days and tell you who is dealing with it.

2. We look into it. We may ask you for more information.

3. We aim to resolve it within 14 calendar days. We will explain what we found and what we will do.

4. If it will take longer, for example because we need information from a laboratory or courier, we will tell you why, give you a new expected date and keep you updated.

4. If you are not happy with our response

If you need help making a complaint, or would like this policy in another format such as large print, please let us know and we will make reasonable adjustments.

5. If you are still not satisfied

• Citizens Advice: you can get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk.
• Alternative dispute resolution: Phenome is not currently a member of an alternative dispute resolution scheme [confirm].
• Courts: you can make a claim through the courts. For smaller amounts, the small claims track is designed for people to use without a lawyer.

Nothing in this policy affects your legal rights.

6. Complaints about how we use your personal data

If you are unhappy with how we have collected, used, shared or protected your personal data, or how we have handled a request to exercise your data rights, you can complain to us directly. This includes your health, genetic, microbiome and wearable data.

How to complain:

• email our Data Protection Officer at info@phenomelongevity.com; or
• use our online data protection complaints form [link to form: to be created].

What we will do:

1. We will acknowledge your complaint within 30 days of receiving it, and we aim to do so much sooner.

2. We will investigate your complaint and take appropriate steps to respond without undue delay.

3. We will keep you informed of our progress if it takes time.

4. We will tell you the outcome of your complaint.

If you are not satisfied: you can then complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk or on 0303 123 1113. Our ICO registration number is ZC006359. The ICO usually expects you to raise your complaint with us first.

Our Privacy Policy explains more about your data rights.

7. Concerns about your results

Our results are for wellness and information purposes only and are not a medical diagnosis. If you have a health concern, please speak to your GP. For urgent medical advice, call NHS 111. In an emergency, call 999

8. Complaints about devices

If your PhenomeTech Ring or PhenomeTech Band has a fault, please see our Device Warranty for how to make a claim. If you are unhappy with how a warranty claim has been handled, you can use this Complaints Policy. Your legal rights under the Consumer Rights Act 2015 also apply (see our Terms of Sale).

9. Keeping records

We keep complaint records for 6 years after the complaint is closed, so that we can respond to any legal claim. We keep any health, genetic, microbiome or wearable data linked to a complaint only for as long as necessary, in line with our Privacy Policy.