Complaints Policy
1. Introduction
SynovaMed is committed to providing a high-quality pharmacy service across all areas of care we offer, including weight management, hair loss, erectile dysfunction, women’s health, skin health, sexual health, and general health services.
We recognise that there may be occasions where patients have concerns or feel that our service has not met their expectations.
This policy explains how we manage complaints and concerns in a fair, transparent, and consistent way, in line with the General Pharmaceutical Council (GPhC) Standards for Registered Pharmacies.
2. Scope of This Policy
This policy applies to complaints relating to any aspect of our service, including:
- Clinical care and prescribing decisions
- Dispensing and supply of medicines
- Communication and customer service
- Delivery services and logistics
- Billing, payments, and refunds
- Data protection and privacy
- The conduct of our staff or contracted healthcare professionals
3. How to Make a Complaint
You can submit a complaint using any of the following methods:
Email: info@synovamed.co.uk
Telephone: 07822 002914
In writing:
Complaints Team
SynovaMed
11 Blaby Road
South Wigston
Wigston
LE18 4PA
Patient portal:
Secure message to the clinical team
We also accept complaints submitted by a representative on your behalf, provided we have your written consent to discuss your personal information with them.
4. Information to Include
To help us investigate your complaint efficiently, please provide:
- Your full name and date of birth
- Your order or consultation reference number (if available)
- A clear description of your concern, including relevant dates and events
- Details of anyone involved, where known
- The outcome you would like us to achieve
- Your preferred method of contact
5. What You Can Expect From Us
When handling your complaint, we will:
- Treat your concerns seriously and respectfully
- Investigate fairly and without discrimination
- Keep you informed throughout the process
- Explain our findings clearly
- Apologise where we identify that something has gone wrong
- Use feedback to improve our services
- Ensure you are not treated less favourably because you have raised a complaint
6. Complaint Handling Timescales
We aim to acknowledge complaints promptly and provide a full response as soon as possible.
If an investigation requires additional time due to complexity, we will keep you informed of progress and explain any delays.
7. If You Are Not Satisfied With Our Response
If you remain dissatisfied after we have reviewed your complaint, you may escalate your concerns to an appropriate external organisation.
General Pharmaceutical Council (GPhC)
For concerns relating to pharmacy standards, clinical practice, or the conduct of a registered pharmacy professional:
Website: www.pharmacyregulation.org
Telephone: 0203 713 8000
Medicines and Healthcare products Regulatory Agency (MHRA)
For concerns relating to medicines safety, suspected adverse drug reactions, or defective medicines:
Website: www.gov.uk/mhra
Yellow Card Scheme: yellowcard.mhra.gov.uk
Information Commissioner’s Office (ICO)
For concerns about how we handle your personal data:
Website: www.ico.org.uk
Telephone: 0303 123 1113
Trading Standards / Citizens Advice
For consumer-related matters, such as billing or payment disputes:
Citizens Advice: 0808 223 1133
8. Record Keeping and Service Improvement
All complaints are recorded securely within our Complaints Register and reviewed by the Superintendent Pharmacist.
Complaints are reviewed as part of our clinical governance processes to identify learning opportunities and improve the quality and safety of our services.
Where appropriate, anonymised complaint information may be reviewed as part of ongoing service improvement activities.
9. Confidentiality and Data Protection
We handle all complaints confidentially.
Information relating to a complaint will only be shared with individuals who need access to investigate and respond appropriately.
Personal information is processed in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR).
10. Policy Review
This Complaints Policy is reviewed every two years by the Superintendent Pharmacist, or sooner where required due to significant incidents, regulatory changes, or improvements to our processes.