FROSTS (ONLINE) LTD trading as OXFORD ONLINE PHARMACY is a company registered in England and Wales under company number 11232746, whose registered address is at Apollo Business Park, Unit 7, Ironstone Lane, Wroxton, OX15 6AY, United Kingdom, hereinafter referred to as ‘OOP’ or ‘We’ or ‘Us’ views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Frosts (Online) Ltd - General Pharmaceutical Council (GPhC) Registration no: 9010442 with a registered premises address at Oxford Online Pharmacy, Apollo Business Park, Unit 7, Ironstone Lane, Wroxton, OX15 6AY, United Kingdom.
Superintendent Pharmacist Robert Bradshaw – General Pharmaceutical Council (GPhC) Registration No: 2036118
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Oxford Online Pharmacy.
Complaints may come from users of the Oxford Online Pharmacy Services offered at www.oxfordonlinepharmacy.co.uk
We will do our utmost to resolve any issue you may have.
This policy does not cover complaints from staff, who should use Oxford Online Pharmacy’s Disciplinary Policy and Grievance Policy.
We will send you a written or emailed acknowledgment of a complaint within 3 business days.
Within 20 days of receiving a complaint We will send you either:
If You are not satisfied with our response, or a complaint is not resolved after eight weeks, You may refer the complaint to The General Pharmaceutical Council or the Care Quality Commission (for medical treatment issues).
Alternatively you can refer your complaint to the Centre For Effective Dispute Resolution which can be found here. They are an Independent not-for-profit organisation and charity that offers independent alternative dispute resolution for consumers when they experience problems with a company and have exhausted their complaints procedure.
We reserve the right to decline to consider a complaint that is made more than 12 months after You become aware of the cause of the complaint. There may be instances where We will waive this requirement at our discretion. We will confirm to You in writing if a complaint has been made outside the time limit that We are prepared to consider.
We operate a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
Our Superintendent Pharmacist will give you further information via [email protected]
You may also complain or give feedback to the local ICB: By post to:
Buckinghamshire, Oxfordshire, Berkshire West ICB
Sandy Lane West
By email to Oxfordshire PALS and Complaints Team on [email protected]
If you are making a complaint, please state: ‘For the attention of the complaints team’ in the subject line.
If you’re not happy with your NHS complaint outcome, you can contact the Parliamentary and Health Service Ombudsman (PHSO)
Telephone: 0345 015 4033 or via their website. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Robert Bradshaw - Superintendent Pharmacist
This policy is reviewed regularly and updated as required.
Adopted on: 20th January 2017
Last Reviewed on: 24th January 2023 by Robert Bradshaw Superintendent Pharmacist