Returns Policy & Complaints

Our customer service complaints policy

We are committed to providing a high quality service to all the people who use our services, but if something goes wrong we need you to tell us about it. This will help us to learn from our mistakes and improve our standards - we see complaints, not as a nuisance, but rather as valuable feedback on the quality of our services. Our aim is to resolve complaints quickly, fairly, simply and confidentially, and to learn from them in order to improve our performance and prevent recurrences.

Equally if you have experienced great customer service from our pharmacy, or you feel someone deserves praise - please do let us know.

What are customer service complaints?

This procedure is designed to deal with complaints about the way in which our pharmacy carries out its day to day work. For example, you may feel that a member of our staff has been rude to you, or that your query has not been answered quickly enough.

What are not customer service complaints?

This procedure is NOT designed to deal with:

  • Complaints about the professionalism of individual pharmacists and pharmacy technicians. Such complaints are usually dealt with by The General Pharmaceutical Council which is responsible for the registration and regulation of pharmacists and pharmacy technicians in the UK.

How to make a complaint?

If you have a customer service complaint you can contact our complaints manager by letter, e-mail, or by telephone. If you telephone, we will subsequently write a summary of what has been said and ask you to confirm this. When contacting us it would be helpful if you could provide:

  • Your name, address, and how you would like us to contact you
  • Details about what has led to your complaint
  • The name of the person you were dealing with
  • What you feel we can do to put things right

You can email your complaint to complaints@drugsdirect.com

For human medicines you can report a suspected adverse reaction or lack of efficacy to a medicine at: www.yellowcard.mhra.gov.uk

The regulator for Pharmacy is the General Pharmaceutical Council, a link to them can be found at the bottom of our home page. 

What happens next?

Once we receive your complaint, we will write to acknowledge your complaint within five working days. We may also ask you to confirm any aspect of your complaint which we are unclear about, and/or provide further details.

Investigating your complaint will usually involve the following steps:

  • Once we receive your complaint, we will write to acknowledge your complaint within five working days. We may also ask you to confirm or elaborate on any aspect of your complaint which we are unclear about, and/or provide further details.
  • We will acknowledge any further information you provide at this stage within five working days and start to investigate your complaint.
  • We will speak to the member(s) of staff involved in the complaint and ask them for their comments on the matters you have raised.
  • We will consider their reply and the information you have provided.
  • At this stage we may need to ask you for more information. In this case we would either write to you or telephone you. Should we telephone you we will check that you are happy to talk in this way - you do not have to do so.

 

After investigating your complaint we will send you a written explanation of what happened, details of how the situation has been or will be addressed, and the likely timescale for this where appropriate. This full response will usually be sent within twenty five working days of acknowledging your full complaint. If we have to change any of our timescales we will let you know and will explain why.

What happens if, at the end of this process, you are not happy with our response?

If you are not satisfied with our response to your complaint you should write to or email us again and say so. We will acknowledge your correspondence within five working days of receiving it. The relevant director will review the situation and then write to you giving you their final position on your complaint and their reasons. This will usually be sent to you within ten working days.

If you are still not happy with the investigation of your complaint and our final response you should write to, email or fax us and ask for the correspondence to be reviewed by the Chief Executive Officer (CEO) and Managing Director (MD).

You should address this request to the Chief Executive Officer with the information relating to your complaint. We will send you an acknowledgement within five working days and the Chief Executive's response within fifteen working days of the acknowledgement.

If we have to change any of the timescales referred to we will let you know and will explain why.

What if you are still not satisfied with our response?

There are no further mechanisms in operation within our Pharmacy as part of this process and you should seek independent legal advice if you wish to take this matter further.

You may wish to contact the Parliamentary and Health Service Ombudsman.

To complain about a UK government organisation or the NHS in England you can:

  • Visit 'Making a complaint page' - http://www.ombudsman.org.uk/make-a-complaint
  • Call Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday.
  • Send a text to 'call back' service: 07624 813 005
  • Dial textphone (minicom): 0300 061 4298

 

You may also wish to contact Community Legal Advice (a free, confidential and impartial advice service paid for by legal aid) on 0845 345 4 345 for information on where to find your nearest face-to-face legal advice provider).