Our Complaints Process

The Complaints Process

Our complaints policy ensures your concerns are investigated and that you are given a full and prompt reply. This guide outlines our patient complaints procedure and gives you advice about how to get a satisfactory response to your concerns.

Any complaint that we receive is treated in confidence. We undertake to investigate all complaints courteously and sympathetically and to provide a response within nationally recognised timelines.

What are the First Steps?

Before making a complaint, it is important to establish what you want to achieve. Under the Customer Complaints process we will: 

  • Carry out an investigation and explain what happened.
  • Take steps to help put the matters right and reassure you that we have done so.

The complaints procedure has three stages and involves the following people and/or organisations:

Stage 1 – Local Resolution

At this level, the Customer Services Team will handle your complaint.  Customer services will collate data about the complaint and ensure all is recorded in the customer services log.


Stage 2 – Internal Appeal

Your complaint will be escalated to the CEO.

Stage 3 – Independent External Adjudication

At this level, you can ask the relevant external regulatory body to look into your concerns if you are not satisfied with how we have handled the matter. In the UK there are several external regulatory bodies, as a Pharmacy we are governed by the General Pharmaceutical Council.

What happens if I make a verbal complaint?

If you make a verbal complaint to a member of staff, it is a good idea to make a note of when you did this and to whom you spoke. The department manager will attempt to resolve your complaint immediately. If this is not possible, the complaint will be further investigated.

How do I make a written complaint? 

It is helpful to put all formal complaints in writing, addressed to the company’s Customer Services Manager. Please provide as much information as possible along with contact details, such as your name, telephone number and postal address.  We will handle any personal data you provide in accordance with the General Data Protection Regulation 2018.

Your letter should include:

  • Who or what has caused your concerns
  • Where and when the events took place
  • What action you have already taken, if any
  • What results you want from your complaint

The Customer Services Team is responsible for investigating the complaint and will contact you with the outcome within 20 working days. 

What happens if I am not happy with the response?

Our aim is to deal with your complaint as quickly as possible at clinic level. If you are not happy with our response, please inform the Customer Services Manager and explain why.

If you are dissatisfied with the initial response, you can ask for an internal appeal to Stage 2. 

What does an internal appeal involve? 

The internal appeal stage is the responsibility of the CEO. The Customer Services Manager will provide the contact details as required.  

If you are dissatisfied with the CEO’s response, you will need to write to the CEO within 6 months of the date of the final written response. This response process will be the same as previously described.

What happens if I am still unhappy? 

If you are dissatisfied with the internal appeal and the decision of the CEO, you have the right to refer the matter to the relevant regulatory body. You must write to them within 6 months of the final decision of the company’s internal review.