Patient Complaints Policy & Procedure

Last updated: September 2026 • Medical Weight Pharmacy Governance & Patient Standards

Fair & Transparent Review

Every concern is handled thoroughly, impartially, and confidentially under the oversight of our Superintendent Pharmacist.

Clear Resolution Timelines

We acknowledge formal complaints within 3 working days and aim to provide full written findings within 20 working days.

Regulatory Escalation

Patients retain the legal right to escalate unresolved clinical grievances directly to the General Pharmaceutical Council (GPhC).

1. Our Commitment to Patient Care

At Medical Weight Pharmacy, we strive to deliver exceptional clinical standards and patient care across all our weight management pathways. However, if you feel that our service, clinical consultation, dispensing, or delivery has fallen below your expectations, we welcome your feedback.

We view complaints as an essential opportunity to review our clinical governance, improve our operating procedures, and resolve issues fairly for our patients. You will not be discriminated against or experience any compromise in your medical care as a result of raising a concern.

2. How to Submit a Formal Complaint

To ensure your complaint is directed to our Clinical Governance Team and investigated efficiently, please submit your concern via one of the official channels below:

Medical Weight Pharmacy – Clinical Complaints Department

Email: complaints@medicalweightpharmacy.co.uk

General Enquiries: support@medicalweightpharmacy.co.uk

Location: United Kingdom

Information to Include in Your Complaint

To help us investigate your complaint without unnecessary delays, please provide:

  • Your full legal name and date of birth (for account verification).
  • Your order or consultation reference number.
  • A clear, detailed description of what happened and when.
  • Copies of any supporting evidence (such as parcel tracking details or photographs of damaged transit items).
  • Your desired outcome (e.g., clarification, clinical re-evaluation, refund, or apology).

Third-Party Complaints: Due to strict medical confidentiality rules under UK GDPR and GPhC standards, we cannot discuss a patient’s consultation or medical treatment with a third party (such as a family member) unless we receive written consent signed by the patient.

3. Our Complaints Handling Timeline

We adhere to a standardized procedure to guarantee every issue is reviewed thoroughly:

Stage Action Required Standard Timeframe
Stage 1: Acknowledgment Receipt of your complaint is confirmed via email. A unique case reference number is assigned. Within 3 Working Days
Stage 2: Investigation Our Superintendent Pharmacist and prescribing team review logs, clinical questionnaires, dispensing records, and courier data. Within 10 to 15 Working Days
Stage 3: Written Response A comprehensive response detailing our findings, conclusions, and proposed remedies is emailed to you. Within 20 Working Days

If complex clinical reviews or third-party investigations (such as courier claims) require additional time, we will contact you before the 20-day deadline to provide an updated timeline.

4. Independent Review & Escalation Options

If you remain unsatisfied with our final written response or feel that your clinical concern has not been adequately resolved, you have the right to escalate your complaint to independent external oversight bodies:

A. General Pharmaceutical Council (GPhC)

The GPhC regulates registered pharmacies, pharmacists, and pharmacy technicians in Great Britain. If your complaint concerns professional misconduct, fitness to practise, or patient safety, you can contact the GPhC:

B. Information Commissioner’s Office (ICO)

If your concern relates specifically to personal data handling, privacy breaches, or Subject Access Requests under UK GDPR:

C. Consumer ADR & Legal Rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or your right to pursue independent legal advice or dispute resolution.