Complaints Procedure

Our Commitment to You

At MedsHut, we strive to provide excellent pharmacy services. However, we recognize that sometimes things may not go as planned. We take all complaints seriously and are committed to resolving them fairly, efficiently, and in accordance with professional standards.

This procedure complies with the General Pharmaceutical Council (GPhC) standards and provides you with multiple avenues to raise concerns about our services.

What Constitutes a Complaint?

A complaint is any expression of dissatisfaction about our services, including:

• Clinical or professional services provided by our pharmacists
• Quality or safety of medications supplied
• Customer service or communication issues
• Delivery problems or delays
• Website functionality or ordering process
• Privacy or data protection concerns
• Billing or payment issues

How to Make a Complaint

Step 1: Contact Us Directly

We encourage you to contact us first so we can try to resolve your concern quickly:

Step 2: Formal Written Complaint

If your concern cannot be resolved through initial contact, you can submit a formal complaint:

Information to Include

• Your full name and contact details
• Order number or prescription reference (if applicable)
• Date and time of the incident
• Clear description of your complaint
• What outcome you would like to see
• Any supporting documentation or evidence

Our Response Process

Acknowledgment

• We will acknowledge your complaint within 1 working day
• You will receive a reference number for tracking
• We will confirm how we plan to investigate your concern

Investigation

• Thorough investigation by appropriate senior staff
• Review of relevant records and procedures
• Consultation with involved team members
• Clinical review by qualified pharmacist if applicable

Response Timescales

• Simple complaints: Response within 3 working days
• Complex complaints: Response within 10 working days
• Very complex complaints: Response within 20 working days
• We will keep you informed if additional time is needed

Possible Outcomes

Depending on our investigation, we may:

• Provide an explanation and apology if appropriate
• Offer a full or partial refund
• Replace products or provide additional services
• Implement changes to prevent similar issues
• Provide additional training to staff members
• Explain why we believe our service was appropriate

If You're Not Satisfied

If you're not happy with our response, you can escalate your complaint to external bodies:

General Pharmaceutical Council (GPhC)

Parliamentary and Health Service Ombudsman

Learning from Complaints

We view complaints as valuable feedback that helps us improve our services. All complaints are analyzed to identify trends and opportunities for improvement. We regularly review our procedures and implement changes based on the feedback we receive.

Data Protection

When handling your complaint, we will process your personal information in accordance with our Privacy Policy and UK data protection law. Your complaint information will be kept confidential and only shared with relevant staff members involved in resolving your concern.

Emergency Situations

If your complaint relates to an immediate safety concern or emergency situation: