This article explains how to raise one, how it's reviewed, and what happens if it isn't resolved first time round.
Raising a concern or complaint
Report the issue as soon as possible so it can be reviewed and responded to promptly. When you get in touch, MedExpress staff aim to:
Review the concern promptly
Resolve the issue as quickly as possible
Give clear guidance if further action is needed
How to submit it
Email complaints@medexpress.co.uk with as much detail as possible — this ensures it reaches the right team and helps them investigate properly.
Response time: within 2 working days
Urgent concerns: mark the request as urgent so it can be prioritised and reviewed as quickly as possible
If it's not resolved to your satisfaction
MedExpress will:
Explain how to submit a formal written complaint
Give you access to the formal complaints procedure
Continue reviewing the complaint in line with MedExpress's complaint-handling standards
Key takeaway
All concerns, complaints, and compliments are reviewed promptly, with a 2-working-day response target. If something isn't resolved immediately, there's a formal written complaints process and continued review under MedExpress's standard procedures — the entry point for all of this is complaints@medexpress.co.uk.