Complaints

1.

Complaints

We are committed to providing a high standard of care and service. If something hasn’t met your expectations, we want to hear from you so we can put things right and continue to improve.

1. What Counts as a Complaint?

A complaint is any expression of dissatisfaction relating to:

• The quality, safety, or suitability of medicines or services provided
• Customer service or communication
• Delivery, packaging, or supply issues
• Any aspect of our pharmacy or clinical services

2. How to Raise a Complaint

You can submit a complaint using one of the following methods:

• Email: support@cloudpharmacy.zendesk.com
• Post:
  Cloud Pharmacy
  3 Houston Interchange Business Park
  Livingston, West Lothian
  EH54 5DW

To help us investigate efficiently, please include:

• Your full name and contact details
• Your order number or prescription details (if available)
• A clear explanation of the issue
• Any supporting evidence (such as photographs, where relevant)

3. Acknowledgement

• We aim to acknowledge all complaints within 3 working days of receipt.
• All complaints are formally logged and monitored as part of our internal escalation process.

4. How We Review Complaints

Complaints are assessed using a structured three-stage escalation process to ensure fairness and transparency:

Stage One – Escalations Officer
An initial review is carried out by an Escalations Officer, working alongside the Responsible Pharmacist where appropriate. We aim to provide a written response within 5 working days.

Stage Two – Patient Care Team Manager
If the issue is not resolved at Stage One, it will be escalated to the Patient Care Team Manager. A full written response is usually provided within 10 working days.

Stage Three – Patient Care Team Executive
If the complaint remains unresolved, it will be referred for final review by the Patient Care Team Executive.

If additional time is required at any stage (for example, due to courier investigations or manufacturer enquiries), we will keep you informed in writing and provide an updated timeframe.

5. Possible Outcomes

Where a complaint is upheld, we may take appropriate action, which could include:

• A replacement or refund in line with the Consumer Rights Act 2015
• Compensation for inconvenience where appropriate
• A clear explanation of what went wrong and how we will prevent it happening again

6. Further Escalation

If you remain unhappy with our response, you may request escalation to the Superintendent Pharmacist (details available on request).

If your complaint is still unresolved after completing our internal process, you have the right to contact our regulator:

• General Pharmaceutical Council (GPhC)
• www.pharmacyregulation.org

7. Confidentiality & Data Protection

• All complaints are handled confidentially and with respect.
• Any personal data is processed in accordance with UK GDPR and the Data Protection Act 2018.

8. Learning and Improvement

We review complaints regularly to identify trends and areas for improvement. Feedback is used to enhance our procedures, staff training, and overall quality of care.

Time Limits

Complaints should normally be raised within 12 months of the issue occurring or becoming known, unless there is a valid reason for delay.