Complaints Policy
- you, the clients, can raise a complaint about our services; and
- how we will deal with complaints.
We will always aim to provide high quality services and to provide a high standard of client care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.
How to Make a Complaint
If you would like to make a complaint, you can do so via email to: complaints@thepharmacistnutritionist.com
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services we have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory.
What to Expect
Complaints will be processed and looked at during our business hours which are:
Monday to Friday, 9:00-17:00, we are closed on weekends
Complaints will be dealt with by our complaints manager: HELEN SHAH
Acknowledgement
We will acknowledge your complaint within 3 business days of our receipt of it.
Investigation
Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email. Our complaints manager will ordinarily provide the full response within 15 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter. Our complaints manager may agree with all or some of your grounds of complaint. If this is
the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Provision of the services again
We will offer the solution which our complaints manager judges is most appropriate in the
circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate. If our complaints manager does not agree with your grounds of complaint, you will be
provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).
Other Options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
Professional Body
We are a member of: ASSOCIATION FOR NUTRITION (AFN) & GENERAL PHARMACEUTICAL COUNCIL (GPHC)
Details about this body can be found here: https://www.associationfornutrition.org/ &
https://www.pharmacyregulation.org/
We adhere to the above body's relevant guidelines and code of conduct. You can contact this body about any complaint should you deem this appropriate.
Legal Claims
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.