Overview
Use this article to understand how MedExpress handles a formal complaint, including what happens after you complain, how complaints are classified, and what to do if you're dissatisfied with the response.
Use this article when you want to:
Understand what happens after you make a formal complaint
Know how MedExpress decides whether a complaint is clinical
Find out what to do if you remain dissatisfied with the response
How are formal complaints handled?
We record and investigate formal complaints through our complaints process. We review the concerns raised, the relevant records and what can be done to put matters right.
What happens after I make a complaint?
We record your complaint and acknowledge it in writing within 3 working days, unless we can provide a full response within 5 working days.
We identify the issues you want us to investigate and any support you need to take part in the process.
We review the relevant information. Depending on the complaint, this may include your order history, clinical records and communications.
We provide a written response explaining our findings, any action taken and what you can do if you remain dissatisfied.
We will usually provide a full written response within 20 working days of receiving your complaint. If the investigation takes longer, we will explain the delay and provide a response within 5 working days of its conclusion.
How do you decide whether a complaint is clinical?
We look at the concerns you raise, rather than only the category in which the complaint was first recorded. A clinical complaint concerns your treatment or a suspected side effect or allergic reaction. This includes clinical assessment, prescribing, treatment advice, or how a reported side effect or allergic reaction was clinically assessed and managed.
A non-clinical complaint concerns matters such as delivery, payment, subscriptions, customer support or product issues where the concern does not relate to clinical treatment or the clinical management of a side effect or allergic reaction. If your complaint includes both, we will identify and respond to each concern in our initial investigation.
What if I am dissatisfied with the response?
All complaints receive a Stage 1 local resolution response. If you remain dissatisfied with our response to a clinical complaint, you may request a Stage 2 clinical complaint review within 6 months. A senior member of MedExpress or Dermatica who was not involved in the initial investigation will review the clinical concern and how it was handled.
If you remain dissatisfied after Stage 2, you may refer your clinical complaint to ISCAS within 6 months. Non-clinical complaints conclude at Stage 1 and do not proceed to a Stage 2 review or ISCAS under our complaints process. If you believe our Stage 1 response misunderstood or missed a concern, please tell us so we can consider whether it needs correcting or completing.
For the full stages and timeframes, see “What is the complaints process?”