Feedback and Complaints Policy
(www.directweightloss.co.uk)
1. Purpose
This policy outlines how ePharmaDirect collects and handles customer feedback and complaints related to our online pharmacy services. It ensures that customer comments and concerns are addressed promptly, professionally, and consistently to maintain trust and satisfaction.
2. Scope
This policy applies to all ePharmaDirect employees who interact with customers, including customer service representatives, pharmacists, and managers. It covers procedures for receiving, documenting, responding to, and resolving feedback and complaints.
3. Feedback
At ePharmaDirect, we love your feedback. It helps us improve our services and your experience. Feedback can be provided via:
- Email: contact@directweightloss.co.uk
- Website: www.directweightloss.co.uk (via the “Contact Us” or feedback form)
All feedback is reviewed carefully and used to enhance services, processes, and overall customer experience.
4. Complaints
4.1 How to Make a Complaint
Customers can raise a complaint using any of the following channels:
- Phone: 0333 577 1775
- Email: contact@directweightloss.co.uk
- Website: www.directweightloss.co.uk (via the online feedback or contact form)
All complaints will be acknowledged within 24 hours of receipt, with a unique reference number provided and an estimated timeline for resolution.
4.2 Complaint Handling Procedure
Classification and Assessment
Complaints are categorised by type, such as product quality, delivery, prescription discrepancy, or service issue. Priority is given to complaints affecting patient safety or regulatory compliance. Serious complaints are escalated immediately.
Investigation
- Gather relevant information such as order records, prescriptions, and communication history.
- Collaborate with pharmacy, logistics, and customer service teams as needed.
- Complete routine investigations within 3–5 business days, urgent, safety-related issues within 24 hours.
- Update customers if additional time is required.
Resolution and Response
- Determine an appropriate resolution, which may include replacement products, refunds, apologies, or corrective actions.
- Communicate the outcome clearly and professionally.
- If unsatisfied, escalate to a senior manager.
- Follow up within 2–3 days to confirm satisfaction and ensure the issue is resolved.
Documentation and Review
- Maintain secure, comprehensive records of all complaints.
- Conduct monthly reviews to identify trends and implement preventive measures.
Escalation
- Unresolved or complex complaints are escalated to senior management or the compliance team.
- Serious medical or safety-related complaints must be referred immediately to the Pharmacy Manager.
Staff Training
All employees receive training on feedback and complaint handling, focusing on professionalism, empathy, and effective communication.
Compliance and Review
This policy is reviewed annually to ensure alignment with GPhC, MHRA, and other regulatory standards, as well as best practices in online pharmacy service delivery.
Continuous Improvement
Feedback and complaints are analysed to improve services, processes, and training. Trends are identified and corrective or preventive measures implemented to enhance the customer experience.
Contact Information
ePharmaDirect
Website: www.directweightloss.co.uk
Email: contact@directweightloss.co.uk
Phone: 0333 577 1775