Complaints Policy

At MrChemist, we are dedicated to providing exceptional service and products. If we ever fall short of your expectations, we want to know. Your feedback helps us improve.

How to Make a Complaint

Step 1: Contact Us

– Email: Send us an email at hello@mrchemist.co.uk detailing your complaint. Please include your name, contact details, order number (if applicable), and a description of the issue.

Step 2: Acknowledgment

We will acknowledge your complaint within 2 business days of receiving it. Our goal is to address your concerns promptly and courteously.

Our Complaint Resolution Process

1. Initial Assessment: Upon receiving your complaint, we will conduct an initial assessment to understand the issue and identify the appropriate course of action.

2. Investigation: Our team will thoroughly investigate your complaint. This may involve reviewing order details, consulting relevant team members, and examining our processes.

3. Response: We will provide you with a comprehensive response within 10 business days. If more time is needed, we will keep you informed of our progress and the expected resolution timeframe.

4. Resolution: Depending on the nature of the complaint, we may offer solutions such as:

   – An apology and explanation.

   – A refund or replacement.

   – Corrective actions to prevent future occurrences.

Escalation

If you are not satisfied with our initial response, you may escalate your complaint.

Independent Review

If you remain dissatisfied after following our internal complaints process, you can seek an independent review:

– Pharmaceutical Services: Contact the General Pharmaceutical Council (GPhC) at www.pharmacyregulation.org.

– Consumer Protection: Reach out to the Citizens Advice Bureau at www.citizensadvice.org.uk.

Continuous Improvement

We value your feedback and use it to improve our services and products continually. Every complaint is an opportunity for us to learn and enhance our customer experience.

Confidentiality

We treat all complaints with the utmost confidentiality. Your personal information will be handled in accordance with our privacy policy.

Contact Us

For any questions or further assistance with a complaint, please contact us.

Thank you for helping us maintain high standards at MrChemist. We appreciate your feedback and are committed to resolving your concerns efficiently and effectively.