Effective from: 23/04/2025
Review Date: 01/04/2026
Version: 1.0

1. Purpose 

This document outlines the formal complaints procedure of All Your Medication, a registered distance-selling pharmacy in the United Kingdom. Our aim is to provide a clear, structured and transparent process to manage, investigate and respond to all complaints raised by patients, customers, carers or stakeholders regarding the service provided.

2. Scope 

This policy applies to all complaints received about any aspect of service delivery by All Your Medication. This includes but is not limited to clinical services, prescription handling, data processing, communication standards, and delivery operations. 

3. Commitment to Customer Feedback 

At All Your Medication, we recognise the value of customer feedback—both positive and negative. Complaints are treated as a constructive opportunity for learning and service improvement. We are committed to ensuring that complaints are addressed promptly, fairly and with sensitivity.

4. Definition of a Complaint 

A complaint is defined as any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a person about the provision of services by All Your Medication. 

5. How to Make a Complaint 

Complaints can be submitted through the following channels: 

– Email: [email protected] 

– Online: Through our website contact form 

All complaints should ideally be made within 12 months of the event or the date the issue became known. 

6. Acknowledgement & Response Times 

We will acknowledge all complaints within 5 working days. A full response, including  potential resolutions or explanations, will be issued within 28 working days. If further time is needed due to case complexity, we will keep the complainant informed. 

7. Investigation Process 

Once a complaint is received, it will be logged and assigned to a senior member of the team for investigation. The steps include: 

– Gathering all relevant documentation and reviewing the complaint details – Interviewing or consulting staff members involved 

– Evaluating clinical records, system logs, and communications 

– Identifying root causes and drawing conclusions

8. Confidentiality & Data Protection 

All complaints will be handled in accordance with the UK GDPR and the Data Protection Act 2018. Personal data disclosed during the process will be used strictly for investigation purposes and handled with the highest levels of confidentiality. 

9. Record Keeping & Documentation 

A comprehensive record of all complaints and outcomes will be maintained in a secure and confidential log. This includes copies of written correspondence, investigation notes, and  any actions taken. These records are regularly audited by our governance team. 

10. Possible Outcomes & Resolutions 

Following investigation, potential resolutions may include: 

– A formal apology 

– A detailed explanation 

– Reassessment or re-service of care 

– Process changes or staff training 

– Financial reimbursement (where appropriate) 

11. Escalation & Unresolved Complaints 

If a complainant is unsatisfied with the outcome, they may escalate their concerns to the General Pharmaceutical Council (GPhC) or the Parliamentary and Health Service Ombudsman. 

– GPhC: https://www.pharmacyregulation.org 

– PHSO: https://www.ombudsman.org.uk 

12. Learning from Complaints 

All complaints are reviewed during quarterly governance meetings to identify recurring issues, trends, or service gaps. Lessons learned are used to drive quality improvement and policy refinement. 

13. Staff Training and Awareness 

All staff are trained in complaint handling during induction and receive periodic refresher training. We promote a culture of openness, professionalism, and continuous learning.

14. Contact Details 

For complaints or queries: 

All Your Medication Complaints Department 

Email: [email protected] 

15. Review of This Policy 

This policy is reviewed annually or sooner if required by legislative or organisational change. All updates are communicated to staff and made publicly available on our website.