Complaints
We have standard operating procedures in place to ensure that we handle complaints in the best way possible. If you would like to raise a complaint please email support@getweightloss.co.uk. The complaint should contain:
- Your name, as per the order
- Your email address
- Your order number, so we can identify which of our partner pharmacies was responsible for that order
- The nature of the complaint, with any supporting evidence
When we receive a complaint, we ensure that complaints are:
- received with respect and courtesy;
- treated as confidential;
- acknowledged within 48 hours.
Who handles your complaint
- Complaints about the website, your account, payments, delivery or customer service are handled by the GetWeightLoss team.
- Complaints about a prescribing decision, the advice you received, or the medicine dispensed are passed to the Superintendent Pharmacist of the pharmacy responsible for that order — MI Health Ltd (Imran Tailor), NuLife Care Ltd (Mohammad Tayyab Latif) or Berkeley Care Ltd (Masum Shah) — who will investigate and respond.
- If your complaint involves more than one pharmacy, we will coordinate so you receive one joined-up response.
- To investigate, the pharmacies involved may share the relevant parts of your Treatment Record with each other.
How we investigate
On receiving a complaint we establish whether the complainant has grounds for making the complaint. This is assessed by our initial investigation into the claim. In practice, this may be instantly apparent without the need for analysis or further questioning. However, if further investigation or analysis is required then, in order to have grounds for a complaint, an affected person must have been affected by an action, omission or decision of the pharmacy or of GetWeightLoss.
If we find there are no grounds for complaint, we will explain our reasons in writing and tell you how to take the matter further.
Timescales. We aim to send a full response within 20 working days. If we need longer, we will tell you why and when to expect it, and we will keep you informed by email at every step.
If you are not satisfied
- Concerns about a pharmacy or pharmacy professional: General Pharmaceutical Council, www.pharmacyregulation.org/patients-and-public/reporting-concerns, 0203 713 8000.
- Concerns about how your personal data is handled: Information Commissioner’s Office, www.ico.org.uk, 0303 123 1113.
- Side effects or suspected faulty medicines can also be reported to the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.