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NHS Services
NHS Contraceptive ServiceNHS Pharmacy First ServiceNHS New Medicine ServiceNHS Prescriptions
Online Clinic
Treatments
Travel HealthWomen's HealthSeasonal HealthSkin HealthSexual HealthMen's HealthGeneral Health

Complaints Procedure

Last Review Date: 17 July 2025
Next Scheduled Review: 17 July 2026

1. Purpose and Scope

At Be Online Pharmacy, we take all feedback seriously. We aim to resolve concerns efficiently, professionally, and respectfully. We comply with:

Our policy covers all aspects of our online pharmacy service, including ordering, consultations, dispensing, delivery, and medical advice.

2. Definitions

A complaint is any expression of dissatisfaction requiring a response, whether oral, written, or electronic.

Complaints may be made by patients or their representatives, such as carers or legal guardians, with consent, particularly for those lacking capacity .

3. Who Manages Complaints

  • Complaints Manager: [Name / Position] — oversees complaint handling and investigation (PHSO).
  • Responsible Person: [Name / Position] — accountable for policy compliance and updates .

4. How to Complain

Complaints can be made via:

We provide reasonable adjustments, e.g., large print, Braille, or translation support, upon request.

5. Timescales and Acknowledgement

  • Acknowledgement within 3 working days of receipt (CPCW, Community Pharmacy England).
  • Oral complaints resolved by the next working day will be logged and considered resolved .
  • Investigation and initial response within 20 working days from receipt.
  • Extended response (if complex): subject to agreement, not exceeding 6 months total (Community Pharmacy England).

6. Investigation Process

  • Early resolution: frontline staff will attempt to resolve simple issues immediately and log them.
  • Formal investigation:Lead by Complaints ManagerGather evidence: staff input, medical records, consultation logsInterview stakeholders using structured templates (PHSO, venloc.co.uk, MyPharmacyServices, PHSO)
  • Response:Summary of facts, findings, and any corrective actionApology offered if appropriateSigned by Complaints Manager or Responsible Person

7. Outcomes and Follow-up

At the end of the formal process, we will:

  • Identify and apply corrective actions to prevent recurrence
  • Record outcomes in our Complaints Register
  • Review complaints during governance meetings and annual reporting (Aroga Pharmacy, Community Pharmacy England)

8. Escalation

If you're not satisfied with our resolution, you may escalate concerns to:

9. Time Limits

Complaints should ideally be made within 12 months of the event or notice of the issue; exceptions may be considered locally (Community Pharmacy England).

10. Confidentiality and Record‑Keeping

  • Complaints are recorded confidentially in our Complaints Register
  • Records retained in line with data protection policy
  • Summaries of complaints and outcomes may be shared with regulatory bodies
  • A full Annual Complaints Report will be available upon request 

11. Continuous Improvement

We view complaints as opportunities. Outcomes inform staff training, service improvements, and governance actions. They are reviewed regularly at board level.

12. Monitoring and Reporting

  • Logs maintained for all complaints (oral, written, formal)
  • Tracked metrics: number, category, outcome, resolution time
  • Annual public report summarising insights and improvements 

Need Help?

If you require support making a complaint, contact us on 02071755104 or email complaints@beonlinepharmacy.com. We will assist promptly and sensitively.

Be Online Pharmacy welcomes your feedback. Our commitment: to listen, learn, and uphold safe, high‑quality care for every user.