Make a Complaint

How We Handle Complaints

We have standard operating procedures in place to ensure all complaints are handled in the best way possible. When we receive a complaint we ensure that we:

• Receive complaints with respect and courtesy
• Treat complaints as confidential
• Acknowledge your complaint within 48 hours

Our Investigation Process

On receiving a complaint we establish whether the complainant has grounds for making it. This is assessed by our initial investigation into the claim. An affected person must have been affected by an action, omission, or decision of the pharmacy.

If there are no grounds for complaint, the pharmacy does not need to proceed and will communicate this back to you. The time it takes to handle an investigation is solely dependent on the type of complaint. We will keep you informed via email every step of the way.

What Your Complaint Should Include

• Your name — as per the order
• Your email address
• The nature of the complaint with any supporting evidence