At Menopause Care, we put patients at the centre of everything we
do and always strive to provide high-quality services and products
that meet their needs. If something is not going well, please let us
know. All complaints, concerns, and compliments are valuable forms of
feedback and help us improve our services for all our patients.
Our team is available to discuss any concerns you may have regarding
our services or products, and we will always try to resolve any issue or
complaint informally. If you wish to submit a formal complaint, please
send us an email at info@menopausecare.co.uk with the subject line
“Formal Complaint”, so your message can be correctly identified.
To help us better investigate your complaint, please include as much
information as possible, such as:
- Your full name, email address, and postal code
- Your order reference (if applicable)
- A clear description of your complaint – be as specific
as possible so that we can thoroughly review it and
provide an appropriate response - If your complaint relates to an incorrect order
(for example, a missing product), please include photographs.
Our internal complaints process aims to:
- Understand and acknowledge the nature of the
complaint - Assign responsibility for investigation
- Review and identify the root cause
- Respond to the complaint
- Take action (where applicable)
- Share learnings for continuous improvement of our
service
Our goal is to confirm receipt of your complaint within 72 business
hours, explaining the process and providing our contact details in case
you need to reach us. We will then begin an internal investigation to
determine what happened and find a solution. Our response time is 20
business days, but we will contact you if we need more information or
more time to complete our review.
Once the investigation is complete, we will contact you with a summary
of our findings, confirming any steps taken to resolve your concern.
We will also share any changes and/or learnings with the relevant team
members.
If the complaint relates to patient safety or safeguarding, our
safeguarding officer will be notified, and immediate action will be
taken.
What to Do If You Are Not Satisfied With Our Response
If you remain dissatisfied with our formal response to your complaint,
you may request an internal appeal (Stage 2). Please do so within
3 months of receiving our response and provide us, in writing, with
a clear and detailed description of your complaint, explaining why
you were not satisfied with our initial response. This review will then
be carried out by a senior team member who was not involved in the
original investigation.
If the situation cannot be resolved at Stage 2, we may refer the case to
MEDSU, which will conduct an independent review and determination
(Stage 3).
