Complaints Policy

Last updated: 20 July 2026

1. Our commitment

We welcome feedback and take complaints seriously. Complaints are handled fairly, respectfully, confidentially and without discrimination. Raising a concern will not adversely affect the care or service you receive. We use complaints and feedback to improve patient safety and service quality.

2. Who is responsible for each part of the service

Medline is responsible for its website, bookings, consultations, prescribing, monitoring, follow-up and, once registered, the dispensing and supply of non-controlled medicines from its own pharmacy premises.

Medline does not stock or dispense controlled drugs. Controlled drugs are dispensed and delivered by DoseDirect, Room 5, Lower Ground Floor, Chantry House, Coleshill, B46 3BP, GPhC pharmacy premises registration number 9012841. DoseDirect is responsible for its dispensing checks, assembly, labelling, accuracy checking, supply and delivery.

You may contact Medline as the central point of contact. Where a complaint concerns a controlled drug dispensed or delivered by DoseDirect, we may securely share relevant information and coordinate the response. Each organisation remains accountable for the part of the service it provides.

3. What you can complain or give feedback about

• Website information, booking, accessibility or communication.
• Screening, consultation, prescribing, monitoring or follow-up.
• Dispensing, labelling, medicine supply or delivery.
• Staff conduct, dignity, confidentiality, discrimination or safeguarding.
• Charges, cancellation, refunds, payment or subscriptions.
• Personal information, consent or information sharing.
• A medicine-safety, service-quality or governance concern.
• Suggestions, compliments or other feedback.

4. How to contact us

Email: hello@medlineclinics.co.uk

Telephone: 0333 054 0542

Post: Complaints Lead, Medline Online Pharmacy & Clinics, 175 Chelmsford Road, Shenfield, Essex, CM15 8SA

Online: use the Complaints and Feedback form at https://medlineclinics.co.uk

Please include your full name, date of birth, contact details, the date and type of service, any booking, prescription, order or delivery reference, a clear description of what happened and the outcome you would like us to consider. Do not send full payment-card details by email.

5. Accessibility and representatives

You may ask a representative to complain for you. We will normally need your written authority before discussing confidential information with them. We will make reasonable adjustments and can accept a complaint in an alternative format or communication method where needed.

6. Urgent clinical or medicine concerns

Do not wait for the complaints process if there may be an immediate risk. Call 999 for a life-threatening emergency. Contact NHS 111, your GP or an urgent treatment service for urgent medical advice.

If you receive the wrong medicine, a damaged or tampered parcel, a medicine that may have been stored incorrectly, or instructions that appear inconsistent, do not use the medicine until you have spoken to Medline or the supplying pharmacy. We will escalate urgent clinical, safeguarding, dispensing, delivery or data-security risks promptly.

7. What happens after we receive a complaint

1. Acknowledgement: We will acknowledge your complaint promptly, normally within three working days.
2. Initial safety review: Any urgent risk is escalated immediately to an appropriate pharmacist, prescriber, safeguarding lead or responsible person.
3. Investigation: A suitable person will review relevant clinical, prescribing, dispensing, communication, payment and delivery records and speak to the people or organisations involved. Where reasonably possible, a clinical complaint will be reviewed by a suitably qualified person who was not directly involved.
4. Response: We aim to provide a full written response within 20 working days. Complex matters may take longer. If more time is needed, we will explain why, provide updates and give a revised timescale.
5. Outcome and learning: The response will explain the findings, any apology or remedy, actions taken and how to request a further review. Learning will be recorded and used to improve procedures, training and service design.

8. Possible outcomes

• An explanation or apology.
• Correction of information or records.
• Clinical review, further advice, monitoring or referral.
• Replacement, redelivery or refund where appropriate and legally due.
• Review of a prescription, dispensing, delivery, payment or communication process.
• Staff training, an SOP change, audit or another quality-improvement action.
• Referral to a regulator, safeguarding body, delivery provider, insurer or other authority where required.

9. Complaints involving DoseDirect

Medline is responsible for the clinical assessment, prescribing, monitoring and follow-up it provides. DoseDirect is responsible for the dispensing, labelling, accuracy checking, supply and delivery of controlled drugs.

Where a complaint concerns a controlled drug dispensed or delivered by DoseDirect, Medline may share the minimum necessary information with DoseDirect and investigate jointly. You do not need to decide which organisation is responsible before contacting us; we will route the complaint and explain who is responsible for each part.

You may also contact DoseDirect directly through its complaints process, by email at support@dosedirect.co.uk, by telephone on 01675 592503, or by writing to DoseDirect at the address in section 2.

10. Confidentiality and records

Complaints are handled confidentially. Information is shared only with people or organisations that need it to investigate, respond, protect patient safety or meet a legal or regulatory obligation. We keep an appropriate record of the complaint, evidence reviewed, response, outcome and actions taken. Complaint records are stored securely and retained under our Privacy Notice and retention schedule.

11. If you remain dissatisfied

Tell us which part of the response you disagree with and why. We will arrange a further review by the Superintendent Pharmacist or another suitable senior person who was not responsible for the original response where reasonably possible.

After completing our internal process, you may contact an external body where appropriate:

• General Pharmaceutical Council: for serious concerns about the safety or standards of a registered pharmacy, pharmacist or pharmacy technician. The GPhC does not normally resolve individual refund or compensation disputes.
• Information Commissioner’s Office: for concerns about how personal information has been handled, after giving us an opportunity to respond.
• Citizens Advice consumer service: for information about consumer rights and private payment disputes.
• Police, safeguarding services or another public authority where there is suspected crime, abuse or immediate risk.

Using this complaints process does not remove any legal rights you may have.

12. Feedback, compliments and policy review

Feedback and compliments may be submitted using the same contact methods. Anonymous feedback is welcome, although we may be unable to investigate or respond without enough information. We will only publish identifiable feedback or a testimonial with permission.

Complaints and feedback are reviewed for themes, risks and improvement actions. This policy is reviewed at least annually and whenever services, dispensing arrangements, law or regulatory requirements change.