Concerns and complaints

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.

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’ll solve your issues in partnership with our clinical partner.
If you think you are experiencing a medical emergency, call 999 or visit A&E.

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 5 working days (or let you know if we need longer to investigate)
• Your complaint will be handled confidentially and will not affect the care you receive

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 you are still unhappy after this, you have the right to take your complaint to the General Pharmaceutical Council (GPhC) or other relevant regulatory body where appropriate.

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