At Fella Health, we are committed to providing you with the highest standards of care and service. If for any reason you are not satisfied with your experience, we have a clear and transparent complaints process to ensure your concerns are heard and addressed.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to learn and improve our services. We promise to:
Acknowledge your complaint promptly
Investigate your concerns thoroughly and impartially
Keep you informed of our progress
Provide a clear and comprehensive response
How to Make a Complaint
If you wish to make a complaint, you can do so by contacting us through one of the following methods:
Email: [email protected]
Phone: 07897025580
When making a complaint, please provide as much detail as possible, including:
Your full name and date of birth
Your account details
A clear description of your complaint
What you would like us to do to resolve the issue
Our Complaints Process
1. Acknowledgement
Once we receive your complaint, we will send you a formal acknowledgement within 24-48 hours. This will confirm that we have received your complaint and that it is being looked into.
2. Investigation
Our dedicated team will conduct a thorough investigation into your complaint. This may involve:
Reviewing your account and order history
Speaking to the staff members involved
Consulting with our clinical team
Reviewing our policies and procedures
We aim to complete our investigation within 20 working days. If we need more time, we will let you know and explain why.
3. Final Response
Once our investigation is complete, we will send you a formal written response via email. This will include:
A summary of your complaint
The findings of our investigation
The actions we have taken or will take to resolve the issue
If You Are Not Satisfied
If you are not satisfied with our final response, you have the right to escalate your complaint to an independent body. The two main organisations for escalating pharmacy-related complaints in the UK are:
General Pharmaceutical Council (GPhC)
The GPhC is the independent regulator for pharmacists, pharmacy technicians, and pharmacy premises in Great Britain. You can contact them if you have concerns about the professional conduct of a pharmacist or the safety and quality of our services.
Website: https://www.pharmacyregulation.org/
Phone: 020 3713 8000
Parliamentary and Health Service Ombudsman (PHSO)
The PHSO investigates complaints about the NHS and other UK government departments and public organisations. You can contact them if you believe we have not acted properly or fairly, or if you have received a poor service.
Website: https://www.ombudsman.org.uk/
Phone: 0345 015 4033
We hope that we can resolve any issues you may have to your satisfaction. However, we want to ensure you are aware of your right to seek an independent review if you feel it is necessary.