Complaints Policy

Our Commitment

At Nuora, we are committed to providing high-quality healthcare services. However, we recognise that sometimes things can go wrong. We take all complaints seriously and use them as an opportunity to learn and improve our services.

This policy explains how to make a complaint and what you can expect from our complaints process.

What You Can Complain About

You can make a complaint about any aspect of our service, including:

• The quality of clinical care you received
• Communication or customer service issues
• Medication or prescription concerns
• Delivery problems
• Billing or payment disputes
• Data protection or privacy concerns
• Any other aspect of our service

How to Make a Complaint

Step 1 — Keep an active care concern with its message

If your concern relates to an active care request, reply to the message you received. This keeps the relevant care context with your response.

Step 2 — Make a formal complaint

If you are not satisfied with the initial response or wish to make a formal complaint, please email our complaints team with the following information:

• Your full name and contact details
• Your patient reference number (if applicable)
• A clear description of your complaint
• Dates and times of relevant events
• Names of any staff involved (if known)
• What outcome you are seeking
• Any supporting documentation

Our Complaints Process

1. Acknowledgement — within 3 working days

We will acknowledge receipt of your formal complaint within 3 working days, confirming who will be handling it and the expected timescales.

2. Investigation — within 20 working days

We will thoroughly investigate your complaint, reviewing relevant records and speaking with staff involved. If we need more time, we will let you know.

3. Response — within 20 working days

You will receive a written response that includes our findings, any actions we have taken or will take, and information about how to escalate if you remain dissatisfied.

4. Escalation — if required

If you are not satisfied with our response, you can request a review by our pharmacy partner's Superintendent Pharmacist or escalate to external bodies.

External Escalation

If you remain dissatisfied after our internal process, you can escalate your complaint to:

General Pharmaceutical Council (GPhC)

For concerns about pharmacy practice or professional conduct:

Parliamentary and Health Service Ombudsman

For NHS-related complaints that have not been resolved:

Information Commissioner's Office (ICO)

For data protection and privacy complaints:

Time Limits

We recommend making complaints as soon as possible while events are fresh in memory. Generally:

• Complaints should ideally be made within 6 months of the incident or within 6 months of becoming aware of the issue
• We may still consider complaints made outside this timeframe at our discretion
• For regulatory bodies like the GPhC, different time limits may apply

Confidentiality

All complaints are handled confidentially. Your care will not be adversely affected by making a complaint. We may need to share information with relevant staff to investigate your concerns, but this will be done on a need-to-know basis.

Learning from Complaints

We review all complaints to identify trends and areas for improvement. Significant findings are shared with our clinical governance team and used to improve our services. We may contact you to ask if you would be willing to participate in service improvement initiatives.

Contact Us

If you have questions about this complaints policy: