Policies
Complaints Policy & Procedure
We are committed to fair treatment and high service standards. This policy explains how we handle complaints swiftly, fairly and consistently.
What is a complaint?
A complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person receiving our service. This includes complaints about the complaints process itself.
How to make a complaint
You can raise a complaint with our operational team or via the Customer Feedback Form to intcustomercare@lyrahealth.com or your Account Manager. Please include the nature of your complaint, your full name, any case reference, and your contact details.
Our timeline
We acknowledge complaints within 24 working hours of receipt and aim to respond within 10 working days of receiving your completed feedback form, with regular updates during any investigation. If you disagree with the outcome, you may request an independent review by a senior manager.
Contact
In Singapore: singapore.admin@lyrahealth.com, +65 6733 9249, WhatsApp +65 8285 0476, #09-12, 15 Scotts Road, Singapore 228218.