Complaints and concerns
For this website and our conduct as a company · Last updated 10 August 2026
How this helps now. You can raise a concern with Nerida today and use the process below. A separate platform complaints process for doctors, patients, practices and care teams will be published before live use.
If something we do falls short, we would rather hear it than not. Raising a concern is free, it is never held against you, and it never affects the service you receive.
Where to write
For anything at all, write to [email protected]. That address reaches us directly and is the right place to start.
Two matters have their own address, because they need to reach the right person immediately:
- Personal data and privacy: [email protected]
- A security weakness you have found: [email protected], and please read how to report it first
What to include
- What happened, and when
- What you would like us to do about it
- How to reach you
Please do not send patient, health or clinical information. We do not need it to investigate, and this website is not a place for it.
How quickly we answer
- Within 2 business days: we acknowledge that we have your complaint, and tell you who is handling it.
- Within 30 days: we give you a written answer, saying what we found, what we are doing, and what we are not doing and why.
- If we need longer, we say so before the 30 days are up, explain why, and give you a date.
What happens next
A named person owns your complaint from start to finish. We look at what happened, ask anyone involved, and check whether it could happen again. Where we got something wrong, we say so plainly and tell you what we changed. If you are not satisfied with our answer, tell us and we will look again, try to get it reviewed by someone who was not involved the first time and we will be happy to review any further information that you may provide.
If we do not put it right
You never have to come to us first, and you can go to a regulator at any point.
- Privacy and personal data: in Australia, the Office of the Australian Information Commissioner, oaic.gov.au; in the United Kingdom, the Information Commissioner’s Office, ico.org.uk; in the European Union, your national data protection authority, listed at edpb.europa.eu.
- Accessibility: the body that oversees accessibility where you live. See the accessibility statement.
- Consumer matters: your national or state consumer protection body.
If you tell us which country you are in, we will point you to the right regulator, even when the complaint is about us.
What we do with what you tell us
We keep a record of every complaint and what we did about it, so we can see patterns rather than treat each one as an isolated event. We use your correspondence to investigate and answer, and for nothing else. See the privacy notice.