Complaints procedure
Last updated: [date — to be added]. If something goes wrong, here is how you would raise it, what would happen, and how to escalate.
Placeholder — pending legal and regulatory review; not binding. This is a draft procedure, pending review before the service opens. It is not legal advice. Regulators named below are shown as to-be-confirmed, not as facts, and the final procedure will be drafted and reviewed by a qualified adviser before Interval operates. Bracketed items are placeholders for real details.
We would want to know when something has not been good enough, and to put it right. Complaints would be treated calmly and taken seriously, and raising one would never affect the care you receive.
How to raise a complaint
You would be able to complain in whatever way is easiest for you: by email to [complaints email — to be added], or by post to [registered company name and address — to be added]. It helps to include your name, how to reach you, what happened, and what you would like us to do. If you would rather talk it through first, you can use the contact page.
What happens next
Indicative timescales, to be confirmed in the final procedure:
- Acknowledgement within [number] working days, confirming we have received your complaint and who is looking into it.
- A full response within [number] working days. If we need longer, for example because a clinical review is involved, we would tell you why and give a new date.
- A clear outcome, in plain language: what we found, what we are doing about it, and what you can do if you are still not satisfied.
How to escalate
If you were not happy with our response, you would be able to take it further. Depending on the nature of the complaint, the relevant body may include [relevant regulator — e.g. GPhC / CQC, to be confirmed] for matters relating to pharmacy or clinical care, [relevant ombudsman or ADR provider — to be confirmed] for service and contractual matters, and the Information Commissioner's Office (ICO) for anything about your personal data. The correct routes and contact details would be confirmed and published here before Interval operates: [escalation contacts — to be confirmed].
Contact
Complaints and questions about this procedure would go to [complaints email — to be added], or by post to [registered company name and address — to be added].
See also the terms of service and the privacy policy, both placeholder templates pending review. This is not for emergencies: for urgent medical help contact the NHS on 111, or 999 in an emergency.