Complaints and concerns

Complaints and concerns procedure

We take all feedback and complaints seriously and use them to continually improve our healthcare standards. Raising a concern will never adversely affect your medical care.

1. How to reach our team

You can contact us via telephone on 029 2264 5305, by email at support@excelrx.co.uk, through your patient portal account, or by writing directly to:

Excel Rx Online Pharmacy
Oak Tree Court, Mulberry Drive, Cardiff Gate Business Park, Pontprennau, Cardiff, CF23 8RS

2. Information to include

To allow us to investigate promptly, please provide: your full legal name, date of birth, consultation or order reference number (if applicable), a description of what occurred, and what outcome you are seeking.

3. Acknowledgement & Resolution Timeline

We formally acknowledge all complaints within up to 48 hours. Our Superintendent Pharmacist, Majd Aljeroudi, personally oversees clinical investigations and will provide a detailed written outcome within up to 28 days. If additional time is required due to clinical complexities, you will be notified in writing.

4. External Regulatory Escalation

If you remain dissatisfied after our internal resolution, you have the right to escalate your complaint to statutory regulators:

• General Pharmaceutical Council (GPhC): Online at pharmacyregulation.org or telephone 020 3713 8000.

• Healthcare Inspectorate Wales (HIW): For independent prescribing concerns at hiw.org.uk.

• General Medical Council (GMC): Regarding a registered medical practitioner at gmc-uk.org.

• Information Commissioner’s Office (ICO): Regarding data handling at ico.org.uk.

Excel Rx is not an emergency service. If you need medical help quickly, call NHS 111 or contact your GP. If someone is seriously ill or injured, call 999.