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Complaints Policy

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.

These terms incorporate our Website Terms of Use, Cookie Policy, Privacy Statement, Accessibility Statement, Health & Safety Warning, Service Terms & Purchase Terms and Website Information Disclaimer by this reference (collectively called the ‘Contract’) and shall apply to any contract between OOP and You.

Website: www.oxfordonlinepharmacy.co.uk
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

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
• To make sure everyone at Oxford Online Pharmacy knows what to do if a complaint is received;
• To make sure all complaints are investigated fairly and in a timely way;
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired;
• To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Oxford Online Pharmacy.

Where Complaints Come From

Complaints may come from users of the Oxford Online Pharmacy Services offered at www.oxfordonlinepharmacy.co.uk

A complaint can be received:

1. Verbally by phone by calling 01295 262925.
2. By email to [email protected].
3. In writing to Oxford Online Pharmacy, Apollo Business Park, Unit 7, Ironstone Lane, Wroxton, OX15 6AY, United Kingdom.

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.

Complaint Acknowledgement & Response

We will send you a written or emailed acknowledgment of a complaint within 3 business days.
Within 20 working days of receiving a complaint We will send you either:

• a final response which adequately addresses the complaint; or
• a response which: explains why We are still not in a position to make a final response, giving reasons for the delay and which indicates when We expect to be able to provide a final response followed by.

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.

Complaints specifically about NHS Services

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 can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

In the South East, complaints made to the commissioner are managed by the South East Complaints Hub which is hosted by NHS Frimley ICB and works on behalf of the ICBs in the South East.

The postal address for the South East Complaints hub has recently changed to:

South East Complaints Hub

NHS Frimley Integrated Care Board

King Edward VII Hospital

St Leonards Road

Windsor

SL4 3DP

The phone number and email address remain the same:

Phone number: 0300 561 0290

Email address: [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.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with Robert Bradshaw - Superintendent Pharmacist

Review

This policy is reviewed regularly and updated as required.

Adopted on: 20th January 2017
Last Reviewed on: 5th April 2024 by Robert Bradshaw Superintendent Pharmacist