Meshkati Complaints Process

At Meshkati, we are committed to ensuring that any concerns you have are thoroughly investigated and that you receive a prompt and comprehensive response. This guide outlines our complaints procedure and provides advice on how to achieve a satisfactory resolution.

All complaints are treated with confidentiality. We handle every complaint courteously and professionally, ensuring a response within the nationally recognized timelines.

What Are the First Steps?

Before making a complaint, it is important to consider what you hope to achieve. Through our Customer Complaints process, we will:

  • Conduct a full investigation and explain what happened.

  • Take necessary steps to resolve the issue and reassure you that corrective actions have been taken.

The complaints procedure consists of three stages involving different levels of review:

Stage 1 – Local Resolution

The Customer Services Team will manage your complaint, gathering relevant information and ensuring all details are recorded in our customer service log.

Stage 2 – Internal Appeal

If you are not satisfied with the initial resolution, your complaint will be escalated to the CEO for further review.

Stage 3 – Independent External Adjudication

If you remain dissatisfied with our handling of the matter, you may escalate your complaint to the relevant external regulatory body. In the UK, pharmacies are regulated by the General Pharmaceutical Council.

What happens if I make a verbal complaint?

If you make a verbal complaint to a member of staff, it is advisable to note when and to whom you spoke. The department manager will attempt to resolve your complaint immediately. If immediate resolution is not possible, further investigation will follow.

How do I make a written complaint?

For formal complaints, please submit them in writing to the company’s Customer Services Manager. Provide as much information as possible along with your contact details, including your name, telephone number, and postal address. Any personal data you share will be handled in compliance with the General Data Protection Regulation 2018.

Your written complaint should include:

  • Details of the issue and the individuals involved

  • The date and location of the incident

  • Any steps you have already taken

  • The resolution you are seeking

The Customer Services Team will investigate your complaint and provide a response within 20 working days.

What happens if I am not satisfied with the response?

We aim to resolve complaints as quickly as possible at the clinic level. If you are not satisfied with our response, please inform the Customer Services Manager, specifying your concerns.

If the issue remains unresolved, you may request an internal appeal at Stage 2.

What does an internal appeal involve?

The internal appeal process is overseen by the CEO. The Customer Services Manager will provide the necessary contact details. If you are not satisfied with the CEO’s response, you must submit a written appeal within six months of the final written response.

What happens if I am still unhappy?

If you remain dissatisfied after the internal appeal, you have the right to escalate your complaint to the appropriate external regulatory body. This must be done within six months of receiving the final decision from Meshkati’s internal review.

Last updated: March 2025