Complaints Procedure

Our Commitment

At HeySlim, we strive to provide the highest quality service and care. We value your feedback, including complaints, as it helps us to improve our services for all our patients. If you have any concerns or are dissatisfied with any aspect of our service, please let us know. We take all complaints seriously and will investigate them thoroughly and fairly.

How to Make a Complaint

We aim to resolve concerns informally and quickly whenever possible. However, if you wish to make a formal complaint, please contact us via email.

Email: support@heyslim.co.uk

To help us identify your complaint correctly, please use the subject line: "Formal Complaint".

To help us investigate your complaint efficiently, please include as much information as possible:

• Your full name, date of birth, and email address used for your HeySlim account.
• Your postcode.
• Your order number (if your complaint relates to a specific order or product).
• A clear and detailed description of your complaint, including what happened, when it happened, and who was involved (if applicable).
• What you would like us to do to resolve your complaint.
• If your complaint relates to an order (e.g., damaged or incorrect product), please include photographs if possible.

Our Complaints Procedure

Our internal complaints procedure aims to:

• Acknowledge receipt of your complaint promptly.
• Understand the nature of your complaint thoroughly.
• Assign your complaint for investigation by an appropriate team member.
• Conduct a fair and comprehensive review to identify the root cause.
• Respond to you with our findings and any actions taken or proposed.
• Take appropriate action to rectify the issue and prevent recurrence.
• Share learnings internally for continuous improvement of our services.

Acknowledgement: We aim to acknowledge receipt of your formal complaint within 3 working days. This acknowledgement will outline the next steps and provide you with contact details should you need to follow up.

Investigation and Response: We will then conduct a full investigation. We aim to provide a full response to your complaint within 20 working days. If the investigation is complex and likely to take longer, we will inform you of the delay, explain the reason, and let you know when you can expect a full response.

After our investigation, we will contact you with a summary of our findings, confirming any actions taken to resolve your concerns and any measures implemented to improve our services.

Where a complaint involves issues of patient safety or safeguarding, we will notify our designated safeguarding lead and take immediate actions where necessary, adhering to our clinical governance and regulatory obligations.

If You Are Not Satisfied With Our Response

If you are not satisfied with our response to your complaint (Stage 1), you can request an internal appeal (Stage 2). Please do so in writing within 3 months of receiving our initial response. Your request should clearly state why you are dissatisfied with the original response.

Your appeal will be reviewed by a senior member of staff who was not involved in the original investigation. We aim to provide a response to your appeal within 20 working days.

External Escalation

If you remain dissatisfied after our internal appeal process, or if your complaint relates to specific areas, you may have the right to escalate your complaint to an external body:

• Clinical Concerns: If your complaint is about clinical advice or care provided by one of our Partner Prescribers or our pharmacy services, you may be able to complain to their relevant professional regulatory body, such as the General Medical Council (GMC) for doctors or the General Pharmaceutical Council (GPhC) for pharmacists and pharmacies. HeySlim (Panmedica Medical Distribution Ltd.) operates a pharmacy registered with the GPhC (registration number can be found in our Terms and Conditions). You can find more information on the GPhC website: www.pharmacyregulation.org.
• Data Protection Concerns: If your complaint is about how we have handled your personal data, you can contact our Data Protection Officer at privacy@heyslim.co.uk. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK's independent body set up to uphold information rights. You can find more information on the ICO website: www.ico.org.uk.

We always appreciate the opportunity to resolve your concerns directly first.

Contact Us

For any complaints or concerns, please contact us using the details provided above. Your feedback is important to us.

Email: support@heyslim.co.uk