Complaints Policy

1. Purpose

SynovaMed is committed to providing a high-quality pharmacy service across every clinical area we offer—including weight loss, hair loss, erectile dysfunction, women's health, skin, sexual health, and general health.

We recognise that sometimes things can go wrong. This policy sets out how we handle complaints and concerns—fairly, transparently, and in line with the GPhC Standards for Registered Pharmacies.

2. Scope

This policy applies to all complaints about our service, including:

• Clinical care and prescribing decisions
• Dispensing and supply of medicines
• Communication and customer service
• Delivery and logistics
• Billing, payments, and refunds
• Data protection and privacy
• Conduct of our staff or contracted clinicians

3. How to Make a Complaint

You can contact us in any of the following ways:

• Email: info@synovamed.co.uk
• Phone: 07822 002914
• In writing: Complaints, SynovaMed (trading name of Nihaal Limited), 11 Blaby Road, South Wigston, Wigston, LE18 4PA
• Via patient portal: Secure message to the clinical team

We welcome complaints submitted by a representative, provided we have your written consent to discuss your case with them.

4. What We Need From You

To help us investigate as quickly as possible, please tell us:

• Your full name, date of birth, and order or consultation reference (if known)
• A clear description of what happened and when
• Who was involved (if known)
• What outcome you would like from the complaint
• Your preferred contact method

5. Our Timescales

6. What You Can Expect

We will:

• Treat your complaint seriously and with respect
• Investigate fairly and without discrimination
• Keep you informed throughout
• Explain our findings clearly
• Apologise where we got something wrong
• Act on feedback to improve our service
• Never treat you less favourably because you made a complaint

7. If You're Not Satisfied with Our Response

If you're not satisfied with how we've handled your complaint, you can escalate to an appropriate external body:

General Pharmaceutical Council (GPhC) — for concerns about pharmacy standards, clinical practice, or a registered pharmacy professional's conduct.

• Website: www.pharmacyregulation.org
• Phone: 0203 713 8000

MHRA — for concerns about medicines safety, suspected adverse drug reactions, or defective products.

• Website: www.gov.uk/mhra
• Yellow Card Scheme: yellowcard.mhra.gov.uk

Information Commissioner's Office (ICO) — for concerns about how we've handled your personal data.

• Website: www.ico.org.uk
• Phone: 0303 123 1113

Trading Standards / Citizens Advice — for consumer issues (e.g., billing disputes).

• Citizens Advice: 0808 223 1133

8. Record Keeping and Learning

All complaints are recorded in our Complaints Register, held securely and reviewed by the Superintendent Pharmacist. Complaints are discussed at quarterly clinical governance meetings. An anonymised annual summary is published.

9. Confidentiality

We handle all complaints in confidence. Only those who need to be involved in the investigation will have access to the details. Personal data is processed under our Privacy Policy (POL-011) and the UK GDPR.

10. Policy Review

This policy is reviewed every 2 years by the Superintendent Pharmacist, or sooner if triggered by a significant incident or regulatory change. Next scheduled review: April 2028.

SynovaMed (trading name of Nihaal Limited) | 11 Blaby Road, South Wigston, Wigston, LE18 4PA | GPhC: 9012552 | 07822 002914 | info@synovamed.co.uk

Document Ref: POL-001 | Version 2.0 | Effective: 19 April 2026 | Next Review: April 2028

Superintendent Pharmacist: Chirag Desai (GPhC: 2079415)