Complaints

If something has gone wrong with your care, your medicine or the service you have received from SwiftDoctor, we want to know. This page explains how to raise a complaint, who will look at it, how long it will take, and what you can do if you are not happy with our answer. Raising a complaint will never affect the care you receive from us.

If you are unwell and need urgent help, do not use this page. Call 999 in an emergency or 111 if you need medical advice quickly. To report a suspected side effect from a medicine, see our Contact page.

Before you make a complaint

Many problems can be sorted out quickly. If your order is late, a pen has arrived damaged, or you have a question about your treatment, contact our patient support team first at support@swift-doctor.com or on 01924 654100. If you would rather go straight to a formal complaint, that is fine too.

How to make a complaint

You can complain in whichever way suits you:

Please tell us your full name, the email address or phone number on your SwiftDoctor account, your order number if there is one, what happened and when, and what you would like us to do about it. If someone is complaining on your behalf, we will need your permission before we can discuss your care with them.

Who looks at your complaint

Complaints are handled by the person best placed to deal with them, and never by someone the complaint is about.

  • Prescribing or clinical advice (for example a consultation decision, a prescription, or medical information on our site) is reviewed by our Medical Director and Lead Prescriber, Dr Saira Bano (GMC 7155766). If the complaint concerns Dr Bano, it is reviewed by our Superintendent Pharmacist.
  • Dispensing and medicines (for example the wrong item, packaging, storage or cold-chain concerns) is reviewed by our Superintendent Pharmacist, Nasir Ali (GPhC 2075569). If the complaint concerns Mr Ali, it is reviewed by our Medical Director.
  • Service, delivery, billing and subscriptions is reviewed by our patient support team and escalated to a director where needed.
  • Your personal data is handled separately under our Privacy Policy. Contact us about data concerns at support@swift-doctor.com.

Coaching and lifestyle support offered alongside SwiftDoctor is provided by independent coaches and is not part of our regulated clinical service. Complaints about a coaching session should go to the coach's own business in the first instance; if you tell us as well, we will take it into account in who we work with.

What happens next

  1. We will acknowledge your complaint within 72 hours and tell you who is dealing with it.
  2. We will investigate. This may include reviewing your consultation record, your order history and any messages between you and our team, and speaking to the staff involved.
  3. We aim to send you a written response within 7 to 14 days of receiving your complaint. It will explain what we found, whether we agree that something went wrong, what we have done to put it right, and what we have changed so it does not happen again. In a small number of cases we may need longer; if so, we will tell you why and keep you updated on progress.

If you are not satisfied with our response

Tell us within 28 days of receiving our response and a director who was not involved in the original decision will review it and reply within 14 days.

You can also raise a concern with the relevant regulator at any time. These bodies do not usually investigate individual complaints on a patient's behalf, but they do use what patients tell them when deciding whether a service or a professional is meeting the standards expected:

How we use complaints

Every complaint is logged, reviewed by our clinical leads and used to improve the service. We keep complaint records securely and separately from your clinical record, in line with our Privacy Policy. You can read more about who runs SwiftDoctor and how we are regulated on our company and regulatory information page.