Our Commitment
SW Pharma, a trading name of SW Pharmaceuticals Ltd, is dedicated to providing high-quality services to all our clients. Your feedback, including complaints, is invaluable in helping us improve. When things go wrong, we aim to resolve issues promptly and effectively.
We define a complaint as any expression of dissatisfaction with our service, regardless of whether it is justified, that requires a response. Every complaint is taken seriously, and we strive to learn from each one to continuously enhance our services.
Scope of Complaints Policy
This policy applies to complaints related to:
- The standard of service we provide.
- The behaviour of our staff.
- Actions or inactions by staff affecting individuals or groups.
This policy does not cover:
- Complaints that have already been fully investigated under this procedure.
- Anonymous complaints.
Our Standards for Handling Complaints
-Professionalism: All complaints are handled with seriousness, courtesy, and fairness. We expect the same courtesy and fairness in return.
- Confidentiality: We treat all complaints in strict confidence.
- Prompt Resolution:
- Written complaints: Acknowledged within 3 working days and responded to in full within 10 working days.
- Email complaints: Acknowledged within 3 working days and responded to in full within 10 working days.
If a full reply cannot be provided within these timeframes, we will explain the delay and provide an updated timeline.
How We Handle Complaints
Our objective is to address and resolve your complaint promptly and effectively at the first point of contact.
Complaints received via email, post, or telephone will be acknowledged with a written confirmation of receipt within 3 working days. We strive to provide a full response to all complaints within 10 working days.
Remedies
When we make mistakes, we will:
Potential remedies include:
- A meaningful apology and clear explanation of the situation.
- Remedial action, such as revisiting a decision or adjusting the service provided.
- Preventative measures, including process changes to avoid similar issues in the future.
- Staff training, supervision, or performance management to address concerns.
Our approach is to put complainants in the position they would have been in had the issue not occurred, using solutions that are proportionate and appropriate to the problem.
Complaint Recording and Monitoring
All complaints are logged and reviewed to:
- Identify recurring issues.
- Monitor response times and resolution effectiveness.
- Support continuous improvement efforts.
All personal data related to complaints will be managed in accordance with relevant data protection legislation.
If You Are Not Satisfied
If you remain dissatisfied with our handling of your complaint, you may escalate the matter to the relevant regulatory body:
Complaints about the pharmacy: Contact the General Pharmaceutical Council (GPhC) at https://www.pharmacyregulation.org/patients-and-public/reporting-concerns