Complaints procedure

Ever since PillTime was founded, our objective has always been to provide a simpler, smarter way for our customers to manage multiple medications. We have always tried to put this at the heart of everything we do.

If you feel that our service is falling short of your expectations, then we would greatly value your feedback and help to improve our service.

How to raise a complaint

If you would like to make a complaint you will need to be clear about the reasons for your complaint. This will help us deal with it promptly and make an appropriate investigation.

Please submit the details via email to quality.manager@pilltime.co.uk.

Once we have received your information, a member of our customer services team will contact you with an explanation or a resolution. We will aim to do this within 28 days of hearing from you. This may seem like a long time but occasionally investigations take a while. Most frequently, we will respond within 72 hours.

What can I expect if I complain?

You should:

  • have your complaint acknowledged and properly looked into
  • be kept informed of progress and any outcome
  • be treated fairly, politely and with respect
  • be reassured that your care and treatment will not be affected as a result of making any complaint
  • be offered the opportunity to discuss the complaint with a complaints manager
  • expect action to be taken after your complaint

If you’re still unsatisfied with the outcome or are not happy with the way your complaint has been dealt with you can contact us to ask for a second escalated review and we will share the details with our regulator the General Pharmaceutical Council (GPhC). We aim to complete this escalated review within 28 days but aim to respond within 7 days.

As a Pharmacy, we are regulated by the General Pharmaceutical Council (GPhC) and they have produced a document to help patients understand the service they can expect from a Pharmacy HERE.

General Pharmaceutical Council

25 Canada Square

London

E14 5LQ

Tel: 020 7735 9141

E-mail: info@pharmacyregulation.org

Website: www.pharmacyregulation.org