Complaints Procedure

COMPLAINTS PROCEDURE

Effective Date: January 2026

Sleeping Pills Direct UK is committed to providing a high standard of service. We take all complaints seriously as they help us to improve our processes and patient care.

This procedure outlines how to raise a complaint and how we will handle it.

1. Scope of This Procedure

This procedure applies to complaints regarding:

  • The quality of service received.
  • The conduct of staff or associated pharmacists.
  • Issues with orders (including discrepancies, damage, or potential defects).
  • Concerns about the suitability of information provided on the Platform.

If you are experiencing adverse side effects from a medication, please seek medical attention immediately and then contact us so we can update your patient records.

2. How to Make a Complaint

To ensure we resolve your issue efficiently, please contact us using one of the following methods:

  • Email: support@sleepingpillsdirectuk.com
  • Online: Contact form, marked FOA: Customer Complaints Department

Required Information:
When contacting us, please provide:

  • Your full name and order number.
  • A clear description of the issue.
  • Any relevant photographs (e.g., damaged packaging, incorrect item received).
  • Your preferred outcome (e.g., explanation, remedy, investigation).

3. Our Investigation Process

Stage 1: Initial Review

We will acknowledge receipt of your complaint within 2 working days.
Your complaint will be reviewed by a member of our Support Team to understand the issue and attempt to resolve it promptly.

 
Stage 2: Investigation

If the issue is complex or clinical, it will be escalated to the Superintendent Pharmacist. Other order related complaints are handled by the Dispatch Manager.
During the investigation, we may:

  • Review your order history and previous contact data.
  • Liaise with our courier or payment processors (if relevant).

 

Stage 3: Final Response

We aim to issue a final response within 15 working days of receiving your complaint. If we require more time due to the complexity of the case, we will inform you of the delay and provide a revised timeline.

Our final response will include:

  • The outcome of the investigation.
  • An explanation of our findings.
  • Any remedial actions we have taken or propose to take (e.g., replacement, refund, process change).

4. Remedies and Outcomes

Regarding Medicinal Products:
Due to UK health and safety regulations, medicinal products cannot be returned to our premises.

  • If we determine an incorrect or defective item was supplied, you will not be required to return the medication.
  • Instead, you will be instructed on how to safely dispose of the medication at your local pharmacy (or via your pharmacy's waste disposal service). A certificate of destruction may be required for high-value or controlled items.
  • Once disposal is confirmed (or if disposal is not applicable), a refund or replacement will be issued.

Regarding Non-Medicinal Issues:

For issues relating to service, delivery delays (non-customs related), or administrative errors, we may offer remedies such as refunds, partial credits, or goodwill gestures as appropriate.