Complaints Procedure
We take all complaints seriously. If something has gone wrong, we want to hear about it and make it right.
Our Commitment to You
We aim to provide excellent service to all our customers. However, we recognise that sometimes things don't go as planned. If you're unhappy with any aspect of our service, we want to know so we can put it right.
All complaints are treated confidentially and will not affect your access to our services. We view complaints as an opportunity to improve.
How to Make a Complaint
In Writing
Write to us at:
Complaints Department
More On Top Ltd
[Address to be added]
Please Include:
- Your full name and contact details
- Your order number (if applicable)
- A clear description of your complaint
- What outcome you are seeking
- Any relevant supporting information
Our Complaints Process
Acknowledgement (Within 2 Working Days)
We will acknowledge receipt of your complaint and provide you with a reference number.
Investigation
We will thoroughly investigate your complaint, reviewing all relevant information and speaking with any staff involved.
Response (Within 10 Working Days)
We aim to provide a full response within 10 working days. If we need more time, we will let you know and explain why.
Resolution
Our response will explain what we found, whether we uphold your complaint, and what action we will take (if any). We will also explain your options if you remain dissatisfied.
If You're Not Satisfied
If you're not satisfied with our response, you can:
- Request a review by a senior manager
- For pharmacy-related complaints, contact the General Pharmaceutical Council (GPhC) at www.pharmacyregulation.org
- Contact the relevant ombudsman service
We will provide full details of escalation options in our response to your complaint.
Our Response Times
2 days
Acknowledgement
10 days
Full response target
100%
Complaints reviewed