Complaints Policy

1. About us

This Complaints Policy applies to i-Prescribe, the trading name of I Prescribe Limited, Company Number 16207578.

Superintendent Pharmacist and Clinical Lead:
Miss Humaira Hussain MPharm, IPresc, MSc ACP.

2. Our commitment

At i-Prescribe, we are committed to providing safe, effective and high-quality healthcare. We value feedback from our patients and use comments, compliments and complaints to continually improve our services.

We aim to:

• Treat every complaint seriously.
• Investigate concerns fairly and objectively.
• Respond politely and professionally.
• Keep your information confidential.
• Resolve complaints as quickly as reasonably possible.
• Learn from complaints to improve our services.

Making a complaint will not affect your ongoing care or access to our services.

3. What can you complain about?

You may complain about any aspect of our service, including but not limited to:

• Clinical consultations.
• Prescribing decisions.
• Medicines supplied.
• Delivery issues.
• Customer service.
• Communication.
• Delays.
• Website functionality.
• Payment issues.
• Confidentiality or privacy concerns.
• Any other aspect of our service.

4. How to make a complaint

You can contact us by email or in writing.

To help us investigate your complaint, please include where possible:

• Your full name.
• Your date of birth.
• Your order or consultation reference, if known.
• A description of your complaint.
• The date the issue occurred.
• What outcome you are seeking.

5. How we will handle your complaint

When we receive your complaint we will:

• Acknowledge receipt as soon as reasonably practicable.
• Review the information provided.
• Investigate the circumstances thoroughly.
• Contact you if further information is required.
• Provide a written response explaining our findings.

Where appropriate, we may involve members of our clinical team or other relevant staff during the investigation.

6. Response times

We aim to:

• Acknowledge complaints within three working days.
• Provide a full response within 20 working days wherever reasonably possible.

If our investigation is likely to take longer, we will keep you informed of our progress and explain the reason for any delay.

7. Clinical complaints

Where a complaint relates to a clinical decision, prescription or treatment, the matter will be reviewed by an appropriately qualified healthcare professional.

Clinical decisions are made in accordance with current professional guidance, evidence-based practice and patient safety considerations.

Where appropriate, an independent clinical opinion may be sought.

8. Complaints about deliveries

If your complaint relates to delivery, we will investigate the matter with Royal Mail where appropriate.

We may request:

• Tracking information.
• Photographs of damaged parcels.
• Further details regarding delivery.

Where appropriate, we will work with you to reach a fair resolution.

9. Confidentiality

All complaints are handled confidentially.

Information relating to your complaint will only be shared with those involved in investigating and resolving the matter or where disclosure is required by law.

10. Learning from complaints

Complaints help us improve the quality and safety of our services.

Where appropriate, we may:

• Review our procedures.
• Update our policies.
• Provide additional staff training.
• Introduce service improvements to reduce the likelihood of similar issues occurring in the future.

11. Compliments and feedback

We also welcome positive feedback and suggestions for improving our services.

Your comments help us recognise good practice and continue developing i-Prescribe.

12. If you are not satisfied

If you remain dissatisfied after receiving our final response, you may be able to raise your concerns with the appropriate organisation depending on the nature of your complaint.

This may include:

13. Unreasonable or abusive behaviour

We understand that making a complaint can be stressful. However, we ask that all communication with our team remains respectful.

We reserve the right to limit communication where a person behaves in a threatening, abusive, discriminatory or persistently unreasonable manner.

This will not affect our obligation to investigate genuine complaints fairly.

14. Changes to this policy

We may update this Complaints Policy from time to time to reflect changes in legislation, professional guidance or our services.

The latest version will always be published on our website.

15. Contact us

If you have any questions regarding this Complaints Policy, please contact: