Concerns and complaints

Who we are and who investigates

Medicspot (Outcome Diagnostics Ltd) provides the website, programme support, and acts as the first point of contact for all concerns and complaints. We will review your query, resolve it directly where possible, and work closely with our clinical partner, The Independent Pharmacy (“TIP”) (ABSM Healthcare Ltd, GPhC 9011543), for anything involving clinical assessment, prescribing, dispensing, or medicine quality/safety.

• All concerns or complaints should be submitted to Medicspot: help@medicspot.co.uk
• Medicspot will liaise with TIP where a clinical or pharmacy issue needs specialist review or regulatory reporting.
• TIP, as the registered pharmacy, holds ultimate responsibility for investigating and reporting all clinical, prescribing, dispensing, or medicine-quality complaints in accordance with GPhC standards and MHRA pharmacovigilance requirements.
• If your concern relates to medication quality, side effects, or a potential adverse event, Medicspot will promptly escalate the matter to TIP for clinical investigation.

Complaints and feedback

We always want you to have a smooth, supportive experience with Medicspot. If things don’t go quite to plan, your feedback matters to us. We treat all concerns seriously and aim to resolve them quickly and fairly. We record themes and actions from complaints to improve services and patient safety.

Making a complaint will never result in any form of discrimination, disadvantage, or negative impact on your ongoing care or service.

Our support team

Our team are more than happy to solve any concerns or issues for you and get everything back on track. Most concerns can be resolved informally by contacting our Patient Support team:
help@medicspot.co.uk

Medical concerns

If you have medical or clinical concerns, let our team know and we will route your concern to TIP for clinical review. For urgent but non-emergency medical advice, please contact NHS 111 or your GP. If you think you are experiencing a medical emergency, call 999 or visit A&E.

Where appropriate, complaints involving clinical judgement or prescribing decisions will be reviewed by a suitably qualified clinician who was not directly involved in your care.

Medication complaints

If you have any questions or complaints about the medication, please contact us directly. We will immediately involve TIP. If the issue relates to a potential drug quality or safety concern, TIP will liaise with the manufacturer and the MHRA. You can also report suspected side effects or product quality issues directly via the MHRA Yellow Card scheme (yellowcard.mhra.gov.uk).

All medicine-related complaints are investigated in accordance with GPhC and MHRA guidance, and outcomes are reviewed by a responsible pharmacist or superintendent pharmacist.

How to make a formal complaint

If you are unhappy with any aspect of your treatment or service and would like to raise a formal complaint, you can contact us in writing:
help@medicspot.co.uk

What happens next

• We will acknowledge your complaint within 2 working days.
• We aim to provide a full response within 10 working days. Some complaints (for example, complex clinical or third-party investigations) may require more time; we will update you at least every 10 working days.
• In any event, you will receive a final response within 8 weeks.
• Your complaint will be handled confidentially and will not affect the care you receive.
• Requests for refunds or cancellations are handled under our Service Terms.

Escalating your complaint

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of our team.

If your complaint relates to pharmacy services, prescribing or medicines and you remain unhappy, you can contact the General Pharmaceutical Council (GPhC): www.pharmacyregulation.org.

If your concern relates to how we handle your personal data, you can contact the Information Commissioner’s Office (ICO): www.ico.org.uk.

Accessibility and support

If you need this policy or our correspondence in another format (e.g. large print, audio, easy read) or you want us to communicate via a representative, please tell us at the outset – we will make reasonable adjustments in line with the Equality Act 2010.

Privacy note for complaints

Medicspot and TIP act as independent data controllers for their respective activities. We process complaint information under UK GDPR:

• Article 6(1)(f) (legitimate interests in responding to and improving our services) and, where relevant, Article 9(2)(f) (establishing, exercising or defending legal claims) and Article 9(2)(h) (healthcare).
• We may share complaint details with TIP, the dispensing pharmacy, delivery partners, manufacturers or regulators (e.g. MHRA) where needed to investigate and resolve your complaint, or where the law requires.
• We keep complaint records for at least 2 years (or longer where required by law, regulators or ongoing proceedings).
• To exercise your UK GDPR rights regarding complaint data held by Medicspot, contact help@medicspot.co.uk. For clinical complaint records held by TIP, contact support@theindependentpharmacy.co.uk. You also have the right to contact the ICO (ico.org.uk).

Feedback on our service

You can absolutely let us know here – we’re always looking to improve your experience on our weight loss programme.
help@medicspot.co.uk

Marketing messages

If your complaint concerns unwanted marketing messages (email/SMS/WhatsApp), please contact help@medicspot.co.uk or use the ‘unsubscribe’/‘STOP’ options in our messages. We will action your request promptly in line with PECR.