How do I make a complaint?
If something has gone wrong, please tell us. You can contact the MedExpress Customer Support team through the contact options on our website or in your account. Tell us that you want to make a formal complaint so we can record and investigate it.
What should I include?
Your name and the email address linked to your account, and your order number if you have one.
What happened, when it happened and what you would like us to look into.
Any information you think would help us understand your concern, including relevant photographs or correspondence.
How you would prefer us to contact you and whether you need any support to take part in the process.
You do not need to use a particular format or know whether your concern is clinical. We will review what you tell us and identify the issues to investigate. If you complain on behalf of someone else, we may need their authorisation before sharing information with you.
What happens next?
We will acknowledge your formal complaint in writing within 3 working days, excluding weekends and bank holidays, unless we can provide a full reply within 5 working days. We will usually provide a full written response within 20 working days of receiving the complaint. If we need longer, we will explain the delay.
A copy of our Complaints Policy is available on request. For details of the review and escalation routes, see “What is the complaints process?”