What is the complaints process?

Use this article to understand MedExpress's complaints process, including how complaints are classified and what happens at each stage.

All formal complaints are investigated at Stage 1. Clinical complaints may then proceed to a Stage 2 review and Stage 3 independent external adjudication. Non-clinical complaints conclude at Stage 1.

We decide whether a complaint is clinical by looking at the concern itself, rather than only the category in which it was first recorded. A clinical complaint concerns treatment or a suspected side effect or allergic reaction. This includes a clinical assessment, prescribing decision, treatment advice, or how a reported side effect or allergic reaction was clinically assessed and managed. We record these concerns as “Side Effects and Allergies” or “Clinical Treatment Concerns”.

A non-clinical complaint concerns Brand and CRM, Customer Data, Delivery, Dispensary, OTC Product, Payment and Subscriptions, Poor Support, or Product matters where the concern does not relate to clinical treatment or the clinical management of a side effect or allergic reaction. For example, a delivery delay is non-clinical; a concern about clinical advice following an interruption to treatment is clinical.

A complaint may contain both clinical and non-clinical concerns. We will identify and respond to each concern at Stage 1, and explain which concerns can proceed through the clinical complaints pathway.

We acknowledge your complaint in writing within 3 working days, excluding weekends and bank holidays, unless a full reply can be sent within 5 working days. Where a complaint is made on behalf of another person and consent is required, we will contact the patient to obtain appropriate authorisation.

An Investigation Lead will review the complaint, confirm the issues to be investigated, discuss your preferred communication method and any special requirements, agree who will receive the response, and provide their contact details. The investigation will consider relevant records, provide clear explanations, apologise where we have got something wrong, put things right where possible, and identify learning.

You will usually receive a full written response within 20 working days of the complaint being received. If this timeframe cannot be met, we will explain the delay and provide a response within 5 working days of the investigation concluding.

If you remain dissatisfied with our response to a clinical concern, you may request a Stage 2 review within 6 months. For a non-clinical complaint, Stage 1 concludes our complaints process. If you believe we misunderstood or missed part of your complaint, please tell us so we can consider whether our Stage 1 response needs correcting or completing.

Only clinical complaints are eligible for Stage 2. A senior member of MedExpress or Dermatica who was not involved in the Stage 1 investigation will review the clinical complaint and how it was investigated. Where non-clinical matters are relevant to the clinical concern, the reviewer may consider them to that extent; they do not become separate Stage 2 complaint issues.

We will acknowledge your review request within 3 working days, unless a full reply can be sent within 5 working days. You may be offered a confidential meeting. You will usually receive a full written response within 20 working days of the review request.

If you remain dissatisfied with the outcome of your clinical complaint after Stage 2, you may refer that complaint to the Independent Sector Complaints Adjudication Service (ISCAS) within 6 months. ISCAS is independent of MedExpress and Dermatica. Non-clinical complaints do not proceed to Stage 2 or to ISCAS under this process. Your Stage 2 response will explain how to contact ISCAS.

A copy of the organisation’s Complaints Policy is available on request.