Complaints

We always aim to go above and beyond to deliver personalised health and wellbeing services in a friendly and compassionate way. Whilst we always try our best, we realise that we don’t always get things right so we have a positive attitude to receiving your comments, suggestions or feedback and want to know about your experience in our stores. We’ll try to provide an explanation for any concern that you may have and use your feedback constructively to improve our service.

We’ll always try and meet your immediate health needs and take any necessary urgent action before proceeding to try and resolve your complaint. This may mean contacting other healthcare professionals like your GP.

We treat all complaints with dignity, respect and confidentiality. We’ll only discuss confidential information to the extent that is necessary in order to resolve your complaint and ensure that if we need to discuss this with a third party, that they are authorised to speak on your behalf. In some cases, we may need to ask for written consent or permission.

Our commitment to you

We will ensure:

• Complaints are dealt with efficiently
• Complaints are properly investigated
• You are treated with respect and courtesy
• You receive, so far as reasonably practical, assistance to enable you to understand our procedure in relation to complaints or advice on where you may obtain such assistance
• You receive a timely and appropriate response
• You are told how we are going to follow up with your complaint and the actions that we are going to take if necessary in the light of the outcome of a complaint.

Contact Us

Writing to: Office 1, 51-52 Calthorpe Road, Edgbaston Birmingham, B15 1TH

Telephone: 01213562727

Emailing: [Insert email address here]

Using our messaging service on our digital platform

Your feedback is very important to us so please let us know your thoughts.