MedExpress is committed to resolving concerns, complaints, and compliments fairly, quickly, and transparently.
Overview
This article explains how to raise a concern or complaint with MedExpress, how MedExpress reviews complaints, and what happens if a complaint is not resolved at the first stage.
Use this information to understand the MedExpress complaint process and expected response times.
Raising a concern or complaint with MedExpress
If you wish to raise a concern, complaint, or compliment about MedExpress services, the issue should be reported as soon as possible so the MedExpress team can review and respond.
MedExpress staff aim to:
Review the concern promptly
Resolve the issue as quickly as possible
Provide clear guidance if further action is required
What happens if the issue is not resolved?
If a MedExpress concern or complaint is not resolved to your satisfaction, MedExpress will:
Explain how to submit a formal written complaint
Provide access to the formal complaints procedure
Continue reviewing the complaint in line with MedExpress complaint-handling standards
Ways to submit a MedExpress complaint
A MedExpress concern or complaint can be submitted by emailing the official Complaints team at Complaints@medexpress.co.uk.
Email submission:
Send details of your concern or complaint to Complaints@medexpress.co.uk so your enquiry reaches the appropriate team. Please include as much detail as possible to help us investigate your concerns.
Response time:
MedExpress aims to respond to complaint submissions within 2 working days.
Urgent concerns:
Marking a contact form request as urgent allows MedExpress to prioritise review and respond as quickly as possible.
Key takeaway
MedExpress reviews all concerns, complaints, and compliments promptly and aims to resolve issues quickly. If a complaint cannot be resolved immediately, MedExpress provides a formal written complaints process and continues review in line with established complaint-handling procedures.
If you still need help after reviewing the information above, additional assistance is available.