Complaints Policy
Last updated: 4 February 2026
Our Commitment
At NUORA Health, we are committed to providing high-quality healthcare services. However, we recognise that sometimes things can go wrong. We take all complaints seriously and use them as an opportunity to learn and improve our services.
This policy explains how to make a complaint and what you can expect from our complaints process.
What You Can Complain About
You can make a complaint about any aspect of our service, including:
- The quality of clinical care you received
- Communication or customer service issues
- Medication or prescription concerns
- Delivery problems
- Billing or payment disputes
- Data protection or privacy concerns
- Any other aspect of our service
How to Make a Complaint
Step 1: Contact Our Support Team
Most concerns can be resolved quickly by contacting our support team. We recommend starting here for faster resolution.
Email: support@nuorahealth.com
Response Time: Within 24 hours (Monday-Friday)
Step 2: Formal Complaint
If you are not satisfied with the initial response or wish to make a formal complaint, please email our complaints team with the following information:
- Your full name and contact details
- Your patient reference number (if applicable)
- A clear description of your complaint
- Dates and times of relevant events
- Names of any staff involved (if known)
- What outcome you are seeking
- Any supporting documentation
Complaints Email: complaints@nuorahealth.com
Subject Line: Formal Complaint - [Your Name]
Our Complaints Process
1. Acknowledgement (Within 3 Working Days)
We will acknowledge receipt of your formal complaint within 3 working days, confirming who will be handling it and the expected timescales.
2. Investigation (Within 20 Working Days)
We will thoroughly investigate your complaint, reviewing relevant records and speaking with staff involved. If we need more time, we will let you know.
3. Response (Within 20 Working Days)
You will receive a written response that includes our findings, any actions we have taken or will take, and information about how to escalate if you remain dissatisfied.
4. Escalation (If Required)
If you are not satisfied with our response, you can request a review by our Superintendent Pharmacist or escalate to external bodies.
External Escalation
If you remain dissatisfied after our internal process, you can escalate your complaint to:
General Pharmaceutical Council (GPhC)
For concerns about pharmacy practice or professional conduct:
Website: pharmacyregulation.org/raising-concerns
Email: info@pharmacyregulation.org
Phone: 020 3713 8000
Parliamentary and Health Service Ombudsman
For NHS-related complaints that have not been resolved:
Website: ombudsman.org.uk
Phone: 0345 015 4033
Information Commissioner's Office (ICO)
For data protection and privacy complaints:
Website: ico.org.uk/make-a-complaint
Phone: 0303 123 1113
Time Limits
We recommend making complaints as soon as possible while events are fresh in memory. Generally:
- Complaints should ideally be made within 6 months of the incident or within 6 months of becoming aware of the issue
- We may still consider complaints made outside this timeframe at our discretion
- For regulatory bodies like the GPhC, different time limits may apply
Confidentiality
All complaints are handled confidentially. Your care will not be adversely affected by making a complaint. We may need to share information with relevant staff to investigate your concerns, but this will be done on a need-to-know basis.
Learning from Complaints
We review all complaints to identify trends and areas for improvement. Significant findings are shared with our clinical governance team and used to improve our services. We may contact you to ask if you would be willing to participate in service improvement initiatives.
Contact Us
If you have questions about this complaints policy:
NUORA Health Complaints Team
Email: complaints@nuorahealth.com
General Enquiries: support@nuorahealth.com