Complaints Procedure

Mediva Pharmacy Complaints Procedure

1. Introduction

At Mediva Pharmacy we are committed to providing the highest standard of service and care to our customers. However, we understand that there may be occasions when our service does not meet your expectations. This document outlines our complaints procedure, ensuring that any concerns you have are addressed promptly and effectively.

2. How to Make a Complaint

If you have a complaint, please follow the steps below:

Step 1: Contact Us

You can contact us through one of the following methods:

- Email: info@medivapharma.co.uk

- Phone: 01908 617328

- Postal Mail: Mediva Pharmacy, 66 Tanners Drive, Blakelands, Milton Keynes, MK145BP

Step 2: Provide Details

When making a complaint, please provide the following information to help us investigate your concerns effectively:

- Your name and contact details

- A detailed description of your complaint

- Any relevant order or prescription numbers

- Copies of any correspondence related to your complaint

3. Acknowledgment

Upon receipt of your complaint, we will:

- Acknowledge your complaint within 2 working days.

4. Investigation

Our complaints team will:

- Investigate your complaint thoroughly and impartially.

- Liaise with relevant departments and personnel to gather all necessary information.

5. Response

We aim to:

- Provide a detailed response within 10 working days of acknowledging your complaint.

- If we need more time to investigate, we will inform you of the delay and provide a new timeframe for our response.

6. Resolution

Depending on the nature of your complaint, our response may include:

- An explanation and/or apology

- Details of any corrective actions we will take

- Information on any changes to our procedures to prevent a recurrence

7. Escalation

If you are not satisfied with our response, you can escalate your complaint by contacting our Senior Management Team at [senior.management@pharmacyname.com] or [Senior Management Phone Number]. Please reference your complaint number in all correspondence.

8. External Review

If you remain dissatisfied after following our internal complaints procedure, you may seek an external review by contacting:

General Pharmaceutical Council (GPhC)

www.pharmacyregulation.org

Telephone number 020 3713 8000

Postal address – General Pharmaceutical Council, Level 14, 1 Cabot Square, London, E144QJ

9. Confidentiality

All complaints will be handled with strict confidentiality, in accordance with our Privacy Policy and relevant data protection legislation.

10. Feedback

We value your feedback as it helps us improve our services. If you have any suggestions or comments, please feel free to share them with us at:

- Email: info@medivapharma.co.uk

- Phone: 01908 617328

- Postal Mail: Mediva Pharmacy, 66 Tanners Drive, Blakelands, Milton Keynes, MK145BP