ADAM: Making a Complaint

About us

We are BASKR Health (Pvt) Limited, trading as ADAM. We are registered in Sri Lanka under company number PV00329126. Our registered office is located at:

  • 331/2A, Sarappa Mawatha, Welihena South, Kochchikade, Sri Lanka.

Our complaints procedure

We follow a thorough 7-step internal complaints procedure to ensure every complaint is handled effectively: Categorise, Acknowledge, Investigate, Action, Respond, Report, and Learn.

Acknowledgements:

  • First acknowledgement: You'll receive an informal confirmation from the recipient of your complaint within one working day, confirming that we have received it.
  • Second acknowledgement: Within two working days of the initial acknowledgement, the investigating lead will send you a more detailed confirmation. This will include the name of the lead investigator, your complaint reference number, a summary of the complaint points, and the expected date for a response.

Please note that investigations vary in length depending on the complexity and specifics of the complaint. We promise to keep you updated regularly throughout the process.

We then investigate the events surrounding each complaint to get a full understanding of what has occurred.

After your investigation is completed, we'll send you a written response confirming the actions we've taken to resolve your complaint. We may also ask for further information where necessary. As part of our investigation, we follow up internally with the people involved to make sure we learn and improve our processes to avoid the situation happening again.

Additionally, we'll provide information on where you can get extra help if you're not happy with the responses or solutions we provide.

We are committed to resolving complaints effectively. If you are not satisfied with the resolution provided through our internal process, you may escalate your complaint to the Consumer Affairs Authority of Sri Lanka, which provides guidance and support for resolving consumer disputes. You can contact them at https://www.caa.gov.lk.

How to make a complaint

To make a complaint, please email help@theadamclinic.com with as much detail on the matter as you are able to provide. Please make sure to explicitly mention that this is a formal complaint.