COMPLAINTS · CONTINUOUS LEARNING

Your care is our continuous learning.

We take every customer concern and clinical-safety issue seriously. Patient feedback is used constructively — to protect our community, refine our processes, and improve the care delivered across all four Oxford branches.

AT A GLANCE · RESOLUTION TIMELINE

How fast we respond.

Acknowledgement3 working days
Investigation notice10 working days
Target resolution28 working days

Where the investigation is more complex, we’ll let you know early and agree an extended timeline with you in writing.

OUR PROCESS

How a concern moves through MediPill.

01

Listen & Log

Every verbal or written concern is securely registered in our governance audit log the moment it is raised — by phone, by email, or face-to-face in branch.

02

Root Investigation

Our branch manager reviews pharmacy workloads, dispensary records, supplier logs, and staff processes to isolate the true root cause — not just the symptom.

03

Actionable Resolution

You receive a written explanation in plain English detailing what happened, what procedural or training adjustments have been made, and how we are preventing a repeat.

INTAKE CHANNELS

Who handles your concern.

Pick the right contact for the right concern — your message goes directly to a named Complaints Manager, not a generic inbox.

CLINICAL

Clinical & Dispensing Concerns

Any concern about medication, dispensing, vaccinations, clinical advice, or patient safety. These go to the pharmacist with statutory responsibility for clinical governance.

Complaints Manager
Mr. Zain Rajabali
Superintendent Pharmacist · GPhC 2219769
zain@medipill.co.uk
GENERAL

General Service Comments

Anything else — waiting times, branch experience, communication, billing queries, or non-clinical feedback. These go to our operations-side Complaints Manager.

Complaints Manager
Mrs. Hinal Patel
Operations · Complaints Manager
hinal@medipill.co.uk
INDEPENDENT OVERSIGHT

Your right to external escalation.

If you remain dissatisfied with our local investigation and final response, you have a legal right to escalate the matter directly to the Parliamentary and Health Service Ombudsman — the independent body that investigates complaints about NHS services in England.

How to escalate
Helpline: 0345 015 4033

The Ombudsman normally expects you to complete our local complaints process first. Time-limit: complaints to PHSO should ordinarily be raised within 12 months of when you first knew the matter you want investigated.

For concerns specifically about the conduct, competence, or registration of a pharmacist, or about a registered pharmacy premises, you may raise the matter with our independent statutory regulator.

General Pharmaceutical Council

For complaints about how your personal data has been handled, you can refer the matter to the ICO — the UK’s data-protection authority.

Information Commissioner’s Office
Helpline: 0303 123 1113

Ready to raise something?

Send your message directly to a named manager — we’ll acknowledge within 3 working days.

This procedure was last reviewed on 19 May 2026. Reviewed at least annually and after any material change to NHS or GPhC complaint guidance.