Our commitment to you

• All complaints are taken seriously and handled sensitively and fairly.
• We aim to resolve most issues informally at the point they arise.
• All complaints are treated with confidentiality and shared only with team members directly involved in the resolution process.
• Each concern is fully investigated to identify any gaps or opportunities for service improvement.
• Complaints are viewed as valuable feedback to strengthen patient care and internal systems.

How to make a complaint

If you are unhappy with any part of our service, we encourage you to contact us as soon as possible so we can put things right.

You can contact us via:

Please include the following information (where possible):

• Your full name and date of birth
• Contact number or email (in case we need to clarify details)
• A clear description of your concern and the date/time it occurred
• Names of any WebPharmaHub team members involved (if known)
• Your preferred resolution, if applicable

Who can submit a complaint

• You can complain about your own experience.
• You may also raise a complaint on someone else's behalf, provided you have their written consent or legal authority (e.g. power of attorney or guardian documentation).
• Healthcare professionals or carers involved in a patient's care may also raise concerns in the interest of patient safety.

Our complaints process

Escalating a complaint

If you remain dissatisfied after our internal review, you can refer your complaint to:

You may also contact the Centre for Effective Dispute Resolution (CEDR) for independent mediation.

Confidentiality

All complaints are handled with discretion. Only relevant personnel will access your personal information. We comply fully with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018 when processing and storing your information.

Learning from complaints

Complaints help us:

• Improve patient safety and service reliability
• Review and update internal Standard Operating Procedures (SOPs)
• Develop better systems for online consultations, prescribing and dispensing
• Enhance training and support for our pharmacy team

Your feedback directly contributes to safer, more efficient digital healthcare – and for that, we thank you.

Need help?

We are here to listen and improve. If you have any concerns, please do not hesitate to contact us. Your feedback matters.