Complaints Procedure for Emwhy Pharma (Trading as mysmartpharmacy.co.uk)
Ensuring Transparency and Customer Satisfaction
Introduction
At Emwhy Pharma, trading as mysmartpharmacy.co.uk, we are committed to providing high-quality services and products to our customers. We understand that occasionally things may not go as expected, and we aim to address your concerns swiftly and effectively through our complaints procedure.
How to Raise a Complaint
If you have a complaint related to our services or products, you can communicate with us through the following channels:
- Email: Send your concerns to our customer service team at hello@mysmartpharmacy.co.uk Please include relevant details such as your order number, description of the issue, and any supporting materials.
- Phone: Call our customer service team at 03300436364.
- Postal Mail: Write to us at our registered office address: Unit A2 Ivinghoe Business Centre, Houghton Regis, LU55BQ.
What Information to Provide
To help us resolve your complaint promptly, please ensure you provide:
- Your full name, contact details, and account information (if applicable).
- A clear description of the issue and its impact on you.
Our Complaint Handling Process
Step 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within two working days confirming receipt and providing a reference number for tracking.
Step 2: Investigation
Our team will thoroughly investigate the matter, reviewing all relevant details and communications. We may contact you for further information or clarification.
Step 3: Resolution
We will aim to resolve your complaint within seven working days. If the issue requires more time, we will keep you informed with regular updates.
Step 4: Outcome
Once our investigation is complete, we will provide you with a detailed response outlining our findings, actions taken, and resolution. This will be communicated via your preferred contact method.
If You Are Not Satisfied
If you are dissatisfied with our response, you can escalate your complaint by:
- Requesting a review by a manager or senior member of our team.
- Contacting the General Pharmaceutical Council (GPhC), which regulates pharmacies in the UK. Visit their website at https://www.pharmacyregulation.org/ for guidance on raising your concerns.
Our Commitment
Emwhy Pharma is dedicated to addressing all complaints fairly, transparently, and professionally. We value your feedback, as it helps us improve our services and maintain the highest standards of care.
Contact Us
For any questions about our complaints procedure, please feel free to reach out to us using the contact details provided above.Thank you for choosing Emwhy Pharma (mysmartpharmacy.co.uk). We are here to support you and ensure your experience with us exceeds expectations.