Complaints Policy

Our customers are our priority and your needs are at the heart of everything we do. We are committed to providing the highest standard of care and service. However, we recognise that there may be times when things do not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so that we can put things right and improve.

Making a Formal Complaint

If you wish to make a formal complaint, please provide us with the following information so that we can investigate and respond to your concerns as quickly and thoroughly as possible:

• Your full name
• Your telephone number
• A detailed description of your complaint, including dates and any relevant order or reference numbers
• A description of what the company did (or failed to do) that led to your dissatisfaction
• An explanation of why you are unsatisfied with what occurred
• Your desired resolution– please let us know what outcome you would consider a satisfactory resolution to your complaint

Our Timeline

We take all complaints seriously and aim to resolve them as quickly as possible. Our complaint-handling process works as follows:

• Acknowledgement: We will acknowledge receipt of your complaint within 3 business days of receiving it. You will be provided with a complaint reference number and the name of the person handling your case.
• Investigation and Response: We will thoroughly investigate your complaint and provide you with a full written response within 20 business days of the date we received your complaint. If, for any reason, we need more time to complete our investigation, we will contact you to explain the reason for the delay and provide an updated timeframe.

Escalation

If you are not satisfied with the outcome of our investigation, or if you feel that your complaint has not been resolved to your satisfaction, you have the right to escalate your complaint to the General Pharmaceutical Council (GPhC). The GPhC is the independent regulator for pharmacists, pharmacy technicians, and pharmacy premises in Great Britain.

You can contact the General Pharmaceutical Council through their website or by writing to them directly. They will be able to advise you on the next steps in the complaints process.

Contact Us

To submit a complaint, or if you have any questions about our complaints process, please contact us using the details below:

Email: support@heracles.health

Post:
THP Health Ltd
20 Wenlock Road
London, N1 7GU

We value your feedback and are committed to using it to improve our services continuously.