Complaints

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Last updated: 14th April 2025

At Weight Loss Injections Direct, powered by Raylane Pharmacy, we are committed to providing a professional and high-quality service to all our patients. If you are unhappy with any part of our service, we welcome your feedback and will do our best to resolve the issue as quickly and fairly as possible.

1. How to Make a Complaint

If you would like to raise a concern or make a complaint, you can contact us via the following methods:

  • Email: [Insert Email]
  • Phone: [Insert Phone Number]
  • Address: [Insert Business Address]

Please include the following details in your complaint:

  • Your full name and contact details
  • Order number (if applicable)
  • A clear description of your complaint
  • Any relevant documents or evidence

2. What Happens Next?

We aim to acknowledge all complaints within 2 working days and to provide a full response within 7 working days. If a full response cannot be given within this timeframe, we will keep you informed of the progress and provide an estimated time for resolution.

All complaints will be handled sensitively and professionally by our pharmacy team or a designated senior member of staff.

3. If You’re Not Satisfied with the Outcome

If you are not satisfied with our response, you may escalate the complaint to the Superintendent Pharmacist or Managing Director for further review. We are committed to ensuring that your concerns are taken seriously and addressed appropriately.

4. External Complaint Escalation

If, after going through our internal complaints process, you are still unhappy with the outcome, you may contact the relevant external body:

  • General Pharmaceutical Council (GPhC)
  • Website: www.pharmacyregulation.org
  • Phone: 020 3713 8000
  • Address: GPhC, 25 Canada Square, London, E14 5LQ

5. Patient Confidentiality

All complaints are treated with strict confidentiality in accordance with our Data Protection and Patient Confidentiality policies. Your personal information will only be shared when necessary to investigate or resolve your complaint.

6. Commitment to Improvement

We take all complaints seriously and use them as an opportunity to improve our services. Thank you for helping us deliver safe and effective healthcare to our patients.

Contact Us

If you have any further questions regarding our complaints process, please contact us at:

  • Email: [Insert Email]
  • Phone: [Insert Phone Number]
  • Powered by: Raylane Pharmacy, [Insert Address & GPhC Number]