Customer Service Escalation Process

Cegedim aims to provide exceptional customers service. If this does not happen then it is very important to us that our customers are able to quickly bring this to our attention so that we can take appropriate action.

Escalation Process Summary

All incidents/queries must be initially logged via the Vision helpline.

The Vision escalation process has four levels, as detailed below. If you are unhappy with the response at any part of the process you can escalate further. 

In the first instance, report incident to the Vision Helpdesk using the online form, click here

1st Level Escalation

If you are concerned that your issue is not being progressed in a satisfactory manner. Please ask to speak with one of the Service Desk Team Leaders:

Roy Easton, Tier 1 Team Leader, roy.easton@visionhealth.co.uk,01382 564350

Louise Hood, Tier 2 Team leader, Louise.Hood@visionhealth.co.uk,01382 564361

2nd Level Escalation

Craig Wilson (Service Desk Desk Manager) Craig.Wilson@visionhealth.co.uk, 07825 878739

3rd Level Escalation

Nick Molyneaux, Head of Service, nick.molyneaux@cegedimrx.co.uk,07823 539794

4th Level Escalation                                                                                                                                                                           

If you still have concerns regarding the service provided you can escalate further to:

Philip Doyle, UK Head of Support / philip.doyle@visionhealth.co.uk/ 07507 484107

If you wish to write to us, our postal address is:

The Bread Factory

1a Broughton Street

London

SW8 3QJ