Complaints

We take all concerns seriously and aim to put things right quickly. If you are unhappy with any part of our service, please email us at support@hormox.com with the subject line "Complaint". Where you can, please include:

• Your name and the email address linked to your account.
• What happened and when.
• What you would like us to do to put it right.

• We will acknowledge your complaint within 3 working days.
• We will investigate and aim to give you a full written response within 20 working days. If we need longer, we will tell you why and keep you updated.
• Clinical concerns are reviewed by our clinical lead and, where appropriate, the superintendent pharmacist of our dispensing pharmacy.

If you are not satisfied with our response, you can raise your concern with the relevant regulator:

• Pharmacy and prescribing concerns - the General Pharmaceutical Council (GPhC), which regulates pharmacists and registered pharmacies, at pharmacyregulation.org.
• How your data is handled - the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113.

To make a complaint or ask about our process, contact us at support@hormox.com.