Complaints

Complaints Procedure

At Be Online Pharmacy, we are committed to providing safe, professional, and patient-focused healthcare. If you are unhappy with any aspect of our service, we welcome your feedback and take all concerns seriously. Complaints help us improve and ensure high standards of care.

How to Make a Complaint

If you would like to make a complaint, you can do so in the following ways:

In Writing:

Superintendent Pharmacist
Zahra Nurein, 2066662
82 Harley Street, London, W1G 7HN
Email: info@beonlinepharmacy.com

By Phone:

You may contact our pharmacy team directly on:
02071755104

We recommend putting your complaint in writing where possible to ensure clarity and a thorough investigation.

What Happens Next

Once we receive your complaint, we will:

  1. Acknowledge your complaint within 2 working days.
  2. Investigate the issue fully, which may include reviewing your patient records and consulting relevant team members.
  3. Respond with a full reply or update within 20 working days.

If the investigation is likely to take longer than this, we will inform you and explain the reason for the delay.

 

Unresolved Complaints

If you are unhappy with our response or how we have handled your complaint, you can escalate your concern to the appropriate body:

For NHS Services:

You may contact NHS England:
Website: https://www.england.nhs.uk/contact-us/
Email: england.contactus@nhs.net
Phone: 0300 311 22 33 (Monday to Friday, 9am to 3pm)

For Private Services / Online Consultations:

If your concern relates to private services or clinical advice, you can contact the Care Quality Commission (CQC) or the General Pharmaceutical Council (GPhC):

Please note: The GPhC does not resolve individual complaints but monitors the fitness to practise of registered pharmacies and professionals.

 

Your Rights and Confidentiality

We handle all complaints confidentially and in line with data protection regulations (UK GDPR). Your care will not be affected in any way by raising a complaint. All concerns are treated fairly and without bias.

 

Let Us Know

We strive to offer high-quality, professional care through our online pharmacy and virtual services. If something hasn’t gone right, please let us know — we want to put it right.

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