Complaints procedure

1. How to complain

Email care@eapharmagroup.com with "Complaint" in the subject line, or write to: The Superintendent Pharmacist, 23a Gowthorpe, Selby YO8 4HE. Include your name, contact details, order or consultation reference, and what happened.

2. What happens next

• We acknowledge your complaint within 2 working days.
• A named senior member of staff investigates. Clinical matters are reviewed by the superintendent pharmacist or the responsible prescriber.
• We aim to give you a full response within 10 working days; if it takes longer we'll tell you why and keep you updated.
• Every complaint is recorded and reviewed so the same problem doesn't happen twice.

3. If you're not satisfied

You can escalate to the General Pharmaceutical Council (pharmacyregulation.org), which regulates our pharmacy, or to the regulator of the prescriber involved. For data-protection concerns you can contact the ICO (ico.org.uk).