Complaints Policy

Complaints Policy

Complaints Policy and Procedure

The aims of this policy and procedure are to help Pearlfect Care Pharmacy achieve outstanding service to all customers, to recognise that all consumers of the company’s services have the right to issue complaints and have concerns reviewed and handled accordingly.

Customer review is valued and welcomed at Pearlfect Care Pharmacy in order to improve our services over time. The owner will endeavour to fix problems as quickly as possible and to the highest possible standard.

Our services will fulfil the following objectives if you need to complain:
  • We will ensure that making a complaint is as easy as possible.
  • We will ensure that all complaints are treated as a direct expression of disappointment with our service or product/s warranting prompt action.
  • We will ensure that every complaint is dealt with it promptly, politely and (when required) confidentially.
  • We will endeavour to respond to your complaint promptly and let you know what steps will be taken to resolve it.
  • We will use learning from customer complaints and suggestions to improve our service.
In addition, any dissatisfaction arising from the following will be considered a complaint:

Pearlfect Care Pharmacy failure to fulfil its commitments to its customers
Concerns about how customers were handled by staff, administration, or how Pearlfect Care Pharmacy stores or uses its customer data.
Concerns about the standard of Pearlfect Care Pharmacy facilities and sample taking process.
Complaints that are considered to fall under one of the following categories will be exempt from the scope of this policy and procedure.

An anonymous complainant.
A matter that has already been looked into and settled.
A matter not within the scope of our procedure.
A matter raised with insufficient grounds.
An issue made after the deadline.
A matter that has been disposed of in court or tribunal proceedings brought by the complainant, or under settlement agreement with the complainant.
Matters that are sinister, vexatious, or frivolous in nature.
We anticipate that some complaints will be resolved satisfactorily informally, and close to the source of the complaint.

We have a legal duty to keep your matters confidential. But if there is a genuine need to share your case with other parties, in any case, we will not discuss your matter with anyone without your permission.

Many concerns can be addressed informally by contacting Asher Yusuf, the Laboratory Director at 03301137773 or pharmacy@pearlfect1998.com.

If you are unhappy with the response or feel that your concern requires a more formal or official response, please follow the steps outlined in this policy.

Pearfect Care Pharmacy can only respond to formal complaints received within three months of the complaint’s occurrence.

The company’s Complaints Officer will accept a formal complaint made in writing within 24 hours of receipt. He will keep track of all complaints and their resolution. The complainant will receive a response within 7 working days of the conclusion of the investigation. If more time is required, the complainant will be sent an interim letter detailing the investigation’s progress and setting a date for the full response.

Details on appeals will be included in responses to complaints. Within 20 working days, valid appeals are normally reviewed and responded to. All our staff understand their responsibility to handle complaints in a supportive, polite, and timely manner. A complainant has the right to appeal the outcome of his or her complaint.

Complaints should be reported to Pearlfect Care Pharmacy with a detailed description of the situation. To help the investigation, the complainant should define the issue as simply and completely as possible (including names, times, and dates), as well as any steps taken so far.

Complainants must understand that certain situations are beyond Pearlfect Care Pharmacy power and may have an effect on the complaint’s final outcome.

Stage 1 (Informal)

To reach a reasonable settlement, the complainant may discuss their concerns with the member of staff who has direct responsibility for the issue at hand. If they are unable to do so, please contact a member of the management team directly at 03301137773 or pharmacy@pearlfect1998.com.

They will forward the details to the appropriate manager, who will attempt to resolve the issue satisfactorily. If you are not happy with the answer or agree that your question needs a more formal or official response, please follow the steps outlined in this policy.

Within 24 working hours of dealing with the complaint, managers must complete the Complaints Record Form to ensure that it is registered on the internal registry and in the complaints log. If the complainant does not believe that one of the supervisors has answered their issues, they should file a formal complaint with the company’s Laboratory Director.

Stage 2 (Formal)

Formal complaints must be made in writing and submitted to the following address:

Laboratory Director
Hilton National
Elton Way
WD25 8HA

When a formal complaint is issued, the Laboratory Director will log it in the Complaints Report Log and acknowledge receipt within 24 hours. If a department receives a formal complaint in writing, it must include the date it was received before forwarding it to the Complaints Officer, who will log it and notify the complainant that it has been received.

The Laboratory Director will provide the findings of the investigation and a signed letter of reply to the complainant within 7 working days of receiving the complaint, outlining the outcome and actions resulting from the investigation. The complainant has the right to appeal the outcome of their complaint. Just one or more of the following grounds can be used to file an appeal:

Additional proof was not available at the time the initial case was reviewed.
Proper protocol was not followed.
The ground of appeal (see above) should be stated clearly in the appeal letter. Any appeals that do not provide this information will be rejected. The investigation will be reviewed by the entire management team, as well as the Laboratory Director, and a written response to the complainant will be sent to the complainant within 20 working days.

If the appeal is successful, Pearlfect Care Pharmacy will apologise and clarify the measures it has taken to resolve the issue. If the appeal is rejected, the response will include a review of the appeal process’ findings. The Laboratory Director will be copied on both the appeal and the response. To ensure that all complainants are handled fairly and equally, the monitoring process will be used.

Any cases of non-compliance with the policy by our staff will be taken seriously. Cases can be referred to the Company’s disciplinary protocol if warranted.
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