Complaints Policy

1. Introduction

   At Novacare Health Limited t/a onlinemeds, we are committed to providing exceptional service and high-quality care to our customers. We understand that there may be occasions when you feel dissatisfied with our services or products. Your feedback is crucial for our improvement, and this policy outlines our approach to handling complaints effectively and transparently, including how to escalate issues to the NHS if necessary.

2. How to Make a Complaint

   To raise a complaint, please choose one of the following methods:

   • Email: Send your complaint to hello@onlinemeds.co.uk. Please ensure to include your contact details and any relevant information regarding your issue.
   • Phone: Call our customer service team at 01902 288213 during our operating hours, which are 9am to 8pm Monday to Friday.

3. What Information to Include

   When submitting a complaint, please provide the following information to help us address your concerns:

   • Your full name
   • Contact information (email address and phone number)
   • Order number (if applicable)
   • A detailed description of the issue, including any relevant dates and circumstances
   • Any supporting documents or evidence (e.g., receipts, photos)

4. Acknowledgment of Complaint

   Upon receiving your complaint, we will acknowledge it within 2 business days. You will receive an email or phone call confirming that your complaint is being processed, along with an estimated timeline for resolution.

5. Investigation Process

   Once your complaint is acknowledged, our team will conduct a thorough investigation. This process may include:

   • Reviewing your order details and any related communications
   • Consulting with relevant staff members or departments
   • Gathering additional information from you if needed

   We strive to complete our investigations within 20 business days. If further time is required, we will inform you of the delay and the reasons behind it.

6. Resolution

   After completing the investigation, we will communicate the findings to you. If your complaint is validated, we may take actions such as:

   • Issuing a refund or partial refund
   • Providing a replacement product
   • Offering a discount on future purchases
   • Implementing corrective actions to prevent future occurrences

   You will receive a detailed explanation of the resolution, including any steps taken.

7. Escalation Process

   If you are not satisfied with the resolution provided, you have the right to escalate your complaint. You can do this by:

   • Contacting our management team at hello@onlinemeds.co.uk
   • Submitting your complaint to an appropriate external regulatory body, such as the General Pharmaceutical Council.

   We encourage you to reach out to us directly before taking further action, as we are committed to resolving your concerns satisfactorily.

8. Confidentiality

   We take confidentiality seriously. All complaints and personal information will be treated with respect and kept confidential. Your information will only be shared with individuals directly involved in the investigation process.

9. Feedback and Improvements

   We value your feedback and consider it essential for our continuous improvement. Complaints will be reviewed regularly to identify trends, recurring issues, and areas for enhancement in our services. We encourage customers to provide feedback, which can be submitted through our contact channels.

10. Contact Information

    For any inquiries related to this policy or further questions about our services, please contact us at:

    • Email: hello@onlinemeds.co.uk
    • Phone: 01902 288213
    • Address: Kings House Business Centre, St. Johns Square, Wolverhampton, England, WV2 4DT