Returns Policy & Complaints & Freedom of Information Act

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:

  1. Your name, address, and how you would like us to contact you
  2. Details about what has led to your complaint
  3. The name of the person you were dealing with
  4. 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:

  1. 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.
  2. We will acknowledge any further information you provide at this stage within five working days and start to investigate your complaint.
  3. 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.
  4. We will consider their reply and the information you have provided.
  5. 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:

  1. Visit 'Making a complaint page' - http://www.ombudsman.org.uk/make-a-complaint
  2. Call Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday.
  3. Send a text to 'call back' service: 07624 813 005
  4. 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).

Freedom of Information Act Publication Scheme: DrugsDirect Global Limited

The Freedom of Information Act 2000 requires every public authority to have a publication scheme, approved by the Information Commissioner’s Office (ICO), and to publish information covered by the scheme.

Those providing pharmaceutical services under contract to the NHS in England, Wales and Northern Ireland or by other arrangement with the public sector, for example services commissioned by local authorities, are public authorities specifically in respect of information relating to those services.

The ICO has confirmed that the pharmacy publication scheme is only for information held by a pharmacy business as a public authority and not for its wider business. For the purpose of this document therefore, the term “public authority” refers only to this particular aspect of the DrugsDirect Global Limited business.

Consequently, our publication scheme covers only information about the functions for which we are a public authority.

The Freedom of Information Act 2000 requirement for a publication scheme commits DrugsDirect Global Limited as follows:

    1. To proactively publish or otherwise make available as a matter of routine, information, including environmental information, which is held by the authority and falls within the classifications below.
    2. To specify the information which is held by the authority and falls within the classifications below.
    3. To proactively publish or otherwise make available as a matter of routine, information in line with the statements contained within this scheme.
    4. To produce and publish the methods by which the specific information is made routinely available so that it can be easily identified and accessed by members of the public.
    5. To review and update on a regular basis the information the authority makes available under this scheme.
    6. To produce a schedule of any fees charged for access to information which is made proactively available.
    7. To make this publication scheme available to the public
    8. To publish any dataset held by the authority that has been requested, and any updated versions it holds, unless the authority is satisfied that it is not appropriate to do so; to publish the dataset, where reasonably practicable, in an electronic form that is capable of re-use; and, if any information in the dataset is a relevant copyright work and the public authority is the only owner, to make the information available for re-use under the terms of the Re-use of Public Sector Information Regulations 2015, if they apply, and otherwise under the terms of the Freedom of Information Act section 19. The term ‘dataset’ is defined in section 11(5) of the Freedom of Information Act. The term ‘relevant copyright work’ is defined in section 19(8) of that Act.

The method by which information published under this scheme will be made available

DrugsDirect Global Limited has listed below by class what information is covered by this scheme and how it can be obtained. Where we can we will provide the information on our website. Where it is impracticable to make information available on our website or when an individual does not wish to access the information by the website, we will provide access on request using the contact details provided.

Information held by DrugsDirect Global Limited that is not published under this scheme can be requested in writing. Its provision will be considered in accordance with the provisions of the Freedom of Information Act 2000.

Classes of information

The ICO publication scheme template includes only information about pharmaceutical services under contract to the NHS in England, Wales and Northern Ireland or by other arrangement with the public sector about the functions for which we are a public authority.

DrugsDirect Global Limited uses the following classes of information as suggested by the ICO. 

Who we are and what we do

Organisational information, locations and contacts, constitutional and legal governance.

What we spend and how we spend it

Financial information relating to projected and actual income and expenditure, tendering, procurement and contracts.

What our priorities are and how we are doing

Strategy and performance information, plans, assessments, inspections and reviews.

How we make decisions

Policy proposals and decisions. Decision making processes, internal criteria and procedures, consultations.

Our policies and procedures

Current written protocols for delivering our functions and responsibilities.

Lists and registers

Information held in registers required by law and other lists and registers relating to the functions of the authority.

The services we offer

Advice and guidance, booklets and leaflets, transactions and media releases. A description of the services offered.

The classes of information will not generally include:

    1. Information the disclosure of which is prevented by law, or exempt under the Freedom of Information Act, or is otherwise properly considered to be protected from disclosure.
    2. Information in draft form.
    3. Information that is no longer readily available as it is contained in files that have been placed in archive storage or is difficult to access for similar reasons.

Contact details

Please email your request to Shamema Ali, Data Protection Officer at: office@drugsdirect.com 

or you can write to us at:

Shamema Ali
Data Protection Officer
DrugsDirect
Unit 4, 12 Emery Road
Brislington
Bristol
BS4 5PF

When you ask us for information please try to be as clear as possible. This will help us understand your request and respond to you promptly. We might ask you for clarification if we are not sure what you are looking for. If we do hold the information, we will provide it unless we think it should be withheld for reasons covered by the exemptions in the legislation. For more information about why information may be withheld please read the ICO guidance referred to below.

Dealing with your request for official information

The purpose of the Publication scheme is to make the maximum amount of information readily available at minimum inconvenience and cost to the public. Charges made by DrugsDirect for routinely published material will be justified and transparent and kept to a minimum. Material which is published and accessed on a website will be provided free of charge. Charges may be made for information subject to a charging regime specified by Parliament.

Charges may be made for actual disbursements incurred such as:

    1. photocopying
    2. postage and packaging
    3. the costs directly incurred as a result of viewing information

Charges may also be made for information provided under this scheme where they are legally authorised, they are in all the circumstances, including the general principles of the right of access to information held by public authorities, justified and are in accordance with a published schedule or schedules of fees which is readily available to the public.

Charges may also be made for making datasets (or parts of datasets) that are relevant copyright works available for re-use. These charges will be in accordance with the terms of the Re-use of Public Sector Information Regulations 2015, where they apply, or with regulations made under section 11B of the Freedom of Information Act or with other statutory powers of the public authority. If a charge is to be made, confirmation of the payment due will be given before the information is provided. Payment may be requested prior to provision of the information.

Requests for personal data

You can also ask us for personal information we might hold about you. We will usually only hold information about you if you've dealt with us before.

We deal with these requests under the Data Protection Act 2018 and the EU General Data Protection Regulation (GDPR). We respond to requests within 28 calendar days.

The GDPR also provides you with other rights relating to personal information that we hold about you. You can see more about these rights and how to make a request about them in the ICO guidance ‘Your data protection rights’ section of our privacy notice.

For information about what we do with personal data see our privacy policy.