Have a complaint?

Making a formal complaint

There may be situations where you feel that an informal complaint does not address the seriousness of your concerns. In these situations, we would advise you to lodge a formal complaint. To make a formal complaint, please complete the form below and provide as much information as possible to allow us to investigate your complaint. You should also include which part of the service it relates to.

What happens after I submit the form?

Upon receipt of the complaint, it will be triaged to the complaints manager of the service you are making a complaint about. NowPatient will acknowledge all complaints no later than the third working day after the day the complaint is received. The acknowledgment will also set out a detailed explanation of the complaints handling process and what you should expect next.

The complaint will then be investigated internally. At the end of the investigation, we will send you a summary of the findings along with an apology, if necessary. We will also provide you with an explanation of any lessons learned and any changes that we have implemented as a result of the findings of the complaint. Responses to formal complaints are usually furnished within 6 months. However, depending on the complexity of the investigation, it may take longer. In any event, we understand that communication is vital and we will keep you updated regularly throughout the process.

Important information about the complaints process

All complaints are handled with the strictest of confidence. Making a complaint will not affect the treatment or care we provide you.

Important information about complaints that relate to NHS services (UK customers only)

A complaint must be made no later than 12 months after the date on which the matter which is the subject of the complaint occurred; or if later, the date on which the matter came to the notice of the complainant. If you are not satisfied with the way we have dealt with your formal complaint, you can make a request for an independent review by contacting the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP. Telephone 0345 015 4033. Fax 0300 061 400. Email phso.enquiries@ombudsman.org.uk. Website www.ombudsman.org.uk. Alternatively, you can raise your concerns with the General Pharmaceutical Council.