We take every complaint seriously. If you are unhappy with any part of our service, we want to hear from you so we can put things right and improve. Making a complaint will not affect the care or service you receive from us.
1. How to Make a Complaint
Please raise your concern with us as soon as possible:
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Telephone: 0203 808 6988 (Monday to Friday, 9am to 5pm)
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Post: MYC Dispensary Ltd, Unit 28 Spindus Road, Compass Industrial Park, Liverpool, L24 1YA, marked "Complaint"
Please include your name, your patient reference number if you have one, and a clear description of what went wrong and what you would like us to do. You can ask someone to complain on your behalf with your written consent.
2. What Happens Next
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We will acknowledge your complaint within 2 working days and tell you who is handling it.
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Complaints are investigated by our Superintendent Pharmacist, Hussain Abdeh MRPharmS, or a pharmacist nominated by them.
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We aim to send you a full written response within 10 working days. If we need longer, we will explain why and keep you updated.
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Our response will explain what we found, what we have done or will do about it, and how to escalate your complaint if you are not satisfied.
3. Complaints About Your Prescription or Consultation
We dispense prescriptions issued by Naturecan Clinic, which is a separate company. Complaints about consultations, prescribing decisions or clinic fees should be sent to Naturecan Clinic at complaints@naturecanclinic.com. If your complaint involves both of us, tell us and we will work with Naturecan Clinic to give you a joined-up response.
4. If You Are Not Satisfied
If you have been through our complaints process and remain unhappy, you can contact:
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General Pharmaceutical Council (GPhC), the independent regulator for pharmacies and pharmacists, about concerns with pharmacy standards: pharmacyregulation.org
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Information Commissioner's Office (ICO), about how we have handled your personal data: ico.org.uk, 0303 123 1113
5. Side Effects and Safety Concerns
If your complaint relates to a suspected side effect or a safety concern about a medicine, please also report it to the MHRA through the Yellow Card scheme at yellowcard.mhra.gov.uk. In an emergency, call 999.