Complaints Policy

1. Introduction

At The Castleward Clinics, we are committed to providing high-quality services and products to our customers. However, we recognize that there may be times when we do not meet your expectations. This policy outlines our procedures for handling complaints to ensure that we resolve any issues promptly and effectively.

2. How to Make a Complaint

2.1 Email

You can email your complaint to complaints@thecastlewardclinics.co.uk. Please include your full name, contact details, order number (if applicable), and a detailed description of your complaint.

2.3 Post

You can write to us at:

The Castleward Clinics

Complaints Department

Unit 3 St Peter’s Mall

Derby

DE1 1SN

Please include your full name, contact details and a detailed description of your complaint.

2.4 Phone

You can contact our Customer Service team on: (telephone number). Our lines are open from 9-5 Monday to Friday. Please have details of your complaint ready.

3. Acknowledgment of Complaints

We will acknowledge receipt of your complaint within two working days. This acknowledgment will include:

• Confirmation that we have received your complaint.

• The name and contact details of the person handling your complaint.

• A reference number for your complaint.

4. Investigating Complaints

We aim to resolve all complaints within 10 working days. However, some complaints may take longer to investigate. In such cases, we will:

• Inform you of the reason for the delay.

• Provide you with regular updates on the progress of the investigation.

• Give you an estimated timeframe for resolution.

5. Resolving Complaints

Upon completion of our investigation, we will contact you with:

• A detailed explanation of the findings.

• Any actions we have taken or will take to address the issue.

• Any changes or improvements we have made as a result of your complaint.

• If applicable, any compensation or remedy we are offering.

6. Escalation Process

If you are not satisfied with the resolution of your complaint, you can request that your complaint be escalated to a senior manager. Please contact us using the same details provided in Section 2, indicating that you wish to escalate your complaint.

7. Independent Review

If you remain dissatisfied after the escalation process, you may seek an independent review from the General Pharmaceutical Council (GPhC). We will provide you with the necessary contact details and guidance on how to proceed.

8. Record Keeping

We will keep a record of all complaints, including:

• The nature of the complaint.

• Details of the investigation.

• The outcome and resolution.

• Any actions taken to prevent a recurrence.

9. Continuous Improvement

We regularly review complaints and feedback to improve our services and products. Your feedback is valuable in helping us to identify areas for improvement and to enhance the customer experience.

10. Contact Information

For any queries regarding our Complaints Policy, please contact us at:

The Castleward Clinics

Customer Service Department

Unit 3 St Peter’s Mall

Derby DE1 1SN

[Phone Number tbc]

Complaints@thecastlewardclinics.co.uk

Thank you for taking the time to provide feedback. We value your business and are committed to ensuring your satisfaction.

The Castleward Clinics