1. Feedback

We constantly strive to go above and beyond to provide individualised health and wellbeing services in a warm and caring manner. Despite our greatest efforts, we acknowledge that mistakes occasionally happen. Feedback helps us improve the quality of your care. You can give good or bad feedback via our website. So do let us know if you have any issues, ideas, or criticisms of our website, consultation procedure or delivery service. As we strive to offer the greatest service possible, we'll take the time to comprehend your comments and put them to good use.

Before attempting to address your issue, it's critical that we try to attend to your urgent medical requirements and take any necessary urgent action. Contacting your doctor or another medical provider may be necessary in this situation.

2. Complaints

All complaints are handled with respect and decency. To resolve your issue, we will only communicate confidential information with you and never with a third party without your consent.

We'll see to it that:

• Your complaint has been acknowledged and properly looked into.
• Be kept informed of progress and told the outcome.
• Be treated fairly, politely and with respect.
• Be sure that your care and treatment will not be affected because of making a complaint.
• Be offered the opportunity to discuss the complaint with the responsible person or complaints manager.
• Expect appropriate action to be taken following your complaint.

3. How to get in touch

• Email us at: info@rapidmeds.co.uk 
• Phone us on XXXXXXXXXXX (insert number when active) (Monday – Friday 09:00 – 16:00)
• Write to us at:

Rapidmeds, Radiant House, Unit 1, Office 5, Hainault Business Park, Fowler Road, IG6 3UT.

4. Complaints Policy

Our complaints procedure is divided into two stages to make it easy for you to send us your complaint and receive a satisfactory response in a timely manner:

Stage One – Quick and simple resolution

We strive to resolve complaints quickly and close to the time when the service was provided. If something has gone wrong, this could mean an immediate apology and explanation, as well as immediate action to resolve the problem.

At times, we may need to make some inquiries before we can respond to your complaint. Unless there are exceptional circumstances, we will make our decision at Stage One within 5 working days.

If we are unable to resolve your complaint at this time, we will explain why and inform you of your next steps. We may advise you to escalate your complaint to Stage Two. You can do this right away or after we make our initial decision.

Stage Two – Investigation and analysis

Stage Two addresses two types of complaints: those that were not resolved at Stage One and those that are complex and necessitate a thorough investigation and an analysis of the circumstances.

When we use Stage Two, we will:

• Within 5 working days, acknowledge receipt of your complaint.
• Discuss your complaint with you as needed to understand why you are still dissatisfied and what outcome you prefer.
• Provide you with a complete response to your complaint as soon as possible and within 28 days.

If our investigation takes longer than 28 days, we will notify you and agree on a revised timeframe. We will always endeavour to keep you updated on the progress.

5. Getting help with making a complaint:

If you are not sure about any part of this procedure or would like to discuss further before submitting a complaint, please do not hesitated to contact our customer care team on XXXXXXXXXXXXX (insert number once active)

Responsible Person: Delwar Hussain Pharm, Superintendent Pharmacist.

Complaints Manager: Dr Azita Shafei, clinical and standards Teams

6. If you’re not happy with the response to a complaint

If you are still unhappy with our decision or how we handled your complaint after receiving our full response, you can escalate the matter to our governing body, the General Pharmaceutical Council.

Email: info@pharmacyregulation.org

Phone: 020 3713 8000

Written: General Pharmaceutical Council
25 Canada Square
London
E14 5L