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Complaints Procedure

If feel our service has been substandard at any time during your experience, we encourage you to contact us and leave feedback. Our customer service team are always happy to help and we’ll do our upmost best to ensure your queries and concerns are dealt with effectively.

How to raise a complaint

You, our customers are our top priority and our service is built solely around serving you effectively and efficiently. We aim to maintain a high level of service but we may not get everything right. If you have not been 100% satisfied by our service you can help us improve it to suit your needs.

You can raise a complaint via email at: [email protected]

You can also write to us:

SimplyMeds Online

K2 Beckingham Business Park

Beckingham Street

Tolleshunt Major



Complaints Procedure

In order to submit a successful complaint, you will need to be clear about your complaint so we have enough information to investigate your claims.

Upon receiving your complaint one of our team will one of our complaints team will contact you with a resolution or an explanation. This can either be via email or via a phone conversation. In most cases we hope to sufficiently answer your claims and concerns at this stage.

If you are not satisfied with the initial resolution your complaint will be escalated to our managers in customer service who will contact you within 5 working days. Your complaint will be reviewed and they should get back with a resolution within that time.

Recording Complaints

All complaints are logged and recorded so we are able to; keep track of the types of problems our customers face, find the best way to resolve them and record how long it took to deal with them.

If you’re still unsatisfied with the eventual outcome or are not happy with the way your complaint has been dealt with you can contact the GPhC who may be able to provide support:

General Pharmaceutical Council

25 Canada Square


E14 5LQ

Tel: 020 7735 9141

E-mail: [email protected]

Website: www.pharmacyregulation.org


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