Make a complaint
We want to know when something has gone wrong. You do not need to use the word "complaint". If you are unhappy with any part of our service and want an explanation, an apology or something put right, we will treat it as a complaint and follow the process below.
Medy's medicines are prescribed and supplied through Hale Village Pharmacy, a pharmacy registered with the General Pharmaceutical Council (registration 1088488).
Need medical help now? Please do not use this form. If it is an emergency, call 999. For urgent advice, see our urgent help page.
Already a patient?
If you have an account, log in and use the chat feature in your dashboard. You can still submit a formal complaint using this form.
Log in to your dashboardHow to tell us
Online
Use the form on this page
In the app
Message us from your dashboard chat (existing patients)
If you contacted Hale Village Pharmacy directly, your complaint is handled under this same process.
What happens next
- We log it and give you a reference number. Please quote it in any message about your complaint.
- We acknowledge it within 3 working days.
- We look into it. This includes your messages with us, your order and, where relevant, your clinical record.
- We send you a full written response:
- within 20 working days for service issues, such as delivery, billing, your account or customer service
- within 30 working days where it involves a clinical matter, such as a prescribing decision, your dose, a decision not to treat you, or how a side effect was handled
- If we need more time, we will tell you before the deadline, with the reason and a new date.
Working days are Monday to Friday, excluding bank holidays.
Who looks into it
A complaint about a clinical decision is always reviewed by a senior clinician who was not involved in that decision. Nobody investigates their own decision. If your complaint is about a senior member of the team, a director decides who reviews it.
What our response will include
- what happened, in order
- what we found on each point you raised
- what we are doing about it, for you and to stop it happening again
- an apology where we got something wrong
Our response will be in writing by email or in the app. Tell us if you would prefer a letter.
Making a complaint will not count against you or affect how our team treats you.
If you would also like a copy of the personal information we hold about you, tell us. That request is handled separately under data protection law and has its own legal time limit.
If you are still unhappy
Medy is a private service, so the NHS complaints procedure and the Parliamentary and Health Service Ombudsman do not apply.
You can:
- Raise a concern with the General Pharmaceutical Council (GPhC) about the pharmacy or a pharmacy professional at pharmacyregulation.org/patients-and-public/reporting-concerns. The GPhC checks whether its standards were met. It does not resolve individual disputes, arrange refunds or award compensation.
- Contact your card provider if your concern is about a card payment.
- Get independent legal advice.
Complaint form
Please fill out as much detail as you can. This helps us investigate and resolve your complaint.