Complaints Procedure

Our Complaints Policy 

celltech regards complaints from our customers with the utmost seriousness.

We always aim to provide a high standard of service and we always try to be ethical and honest in our dealings with all our business and retail customers.

The celltech customer experience is important to us. If you are unhappy with any aspect of our service it is important that you let us know.

 We view complaints as an opportunity to learn  and improve our systems and procedures.

 We try to make every transaction a five star experience, we encourage customers to offer feedback.

 If however you do not feel confident and have reservations about leaving a five star rating for celltech, we firstly would like to apologise and ask you to contact us directly, so we can make every effort to put it right.

 We believe communication is the key to fixing problems.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to understand;
  • To make aware and offer our complaints procedure so that customers know how to contact us in order to make a complaint;
  • To ensure that celltech as a business knows what to do if a complaint is received;
  • To make sure all complaints are investigated fully, fairly and without undue delay;
  • To try hard to ensure that complaints are resolved amicably, wherever possible, in order to maintain a good relationship with the customer; and
  • To collate information regarding the complaint to enable celltech to review its procedures in order to improve the service offered in the future.

.A complaint can be received verbally, either in person or over the telephone, via email or in writing.


Any information relating to a complaint against celltech will be handled sensitively and held in accordance with Data Protection legislation.

Contact details for complaints:

Please forward written complaints to

Celltech labs

94 High Street

Kings Heath


B14 7JZ

or via email to

You may wish to make a verbal complaint on the numbers below

 0121 444 4066

0121 444 4448

Handling Complaints

Complaints received by telephone, or in person, will be recorded. Where this is not possible, a detailed note will be taken of all the relevant details pertaining to the complaint.

The person who receives a verbal complaint will:

  • Write down the full facts of the complaint;
  • Take down the complainant’s name, address and telephone number;
  • Inform the complainant that we have a complaints procedure;
  • Inform the complainant what will happen next and how long the procedure will take; and
  • Where appropriate, ask the complainant to send a written account of the complaint by post or email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

Wherever possible, a complaint would be resolved by the person(s) responsible and involved by the issue of complaint. All complaints will be acknowledged by the person handling the complaint and the complainant will be kept informed as to the status of their complaint and when they can expect to receive a reply.

On receipt of a complaint, a full record will be kept of any telephone conversations or written communications.

Ideally, we aim to resolve complaints within a timescale of seven working days. If this is not possible because an investigation has yet to be completed, a progress report will be sent to the complainant.
If celltech is unable to resolve a complaint that you make within eight weeks you can escalate  your complaint to The Retail Ombudsman.

This is an independent organisation which specialises in providing an alternative dispute resolution service for consumers and retailers. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

Tel: 020 3137 8268