Complaints Policy
We strive to provide the highest standard of clinical care and customer service. However, if you are unhappy with any aspect of our service, we want to know so we can put it right.
Our Commitment to You
Raising a concern or making a complaint will never negatively affect your future care or treatment with us. We treat all complaints with strict confidentiality and view them as valuable opportunities to learn, adapt, and improve the quality of our pharmacy services.
How to Make a Complaint
Get in touch
In many cases, our pharmacy team can resolve your issue immediately. You can contact our support team or ask to speak directly with the Superintendent Pharmacist.
- Email: complaints@mycosmeticpharma.co.uk
- Phone: 0800 123 4567
- Post: Superintendent Pharmacist, 123 Health Street, London, W1 2AB
Acknowledgement
If your complaint cannot be resolved immediately, we will officially acknowledge receipt of your complaint in writing (via email or letter) within 3 working days. We will provide you with a reference number and the name of the person managing your case.
Investigation & Response
We will conduct a thorough and fair investigation. We aim to provide a full, written response detailing our findings and any actions taken within 20 working days. If the investigation is complex and requires more time, we will keep you updated every step of the way.
What if you are still unhappy?
If you are not satisfied with our final response, or how we handled your complaint, you have the right to escalate the matter to our independent regulators.
General Pharmaceutical Council (GPhC)
For concerns regarding the professional conduct of our pharmacists or the safety of our pharmacy dispensing processes.
Visit the GPhC Website →Care Quality Commission (CQC)
For concerns regarding our online prescribing service, clinic standards, or the doctors/prescribers who issued your medication.
Visit the CQC Website →