Remote Clinical Providers

Complaints

Complaints Procedure

Last updated: June 2026

Our Commitment

Remote Clinical Providers Ltd is committed to delivering safe, high-quality remote clinical pharmacy services. We take all complaints seriously and aim to resolve concerns promptly, fairly and transparently.

If you are a GP practice, PCN, clinical commissioner or member of the public with a concern about our services, this page explains how to raise a complaint and what you can expect from us in response.

How to Make a Complaint

Complaints can be submitted by any of the following methods:

Please include your name, organisation (if applicable), a clear description of your concern and any relevant dates or details. This helps us investigate your complaint thoroughly.

Our Process

Step 1 — Acknowledgement

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it.

Step 2 — Investigation

We will investigate your complaint fully. This may include reviewing clinical records, speaking with the relevant pharmacist or team member, and examining the governance documentation associated with your service.

Step 3 — Response

We aim to provide a full written response within 20 working days of receiving your complaint. If we need more time — for example, where a clinical investigation is required — we will notify you of the revised timescale.

Step 4 — Resolution

Our response will set out what we found, what action has been or will be taken, and any steps we are putting in place to prevent recurrence. Where appropriate, we will offer an apology.

If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to the relevant external body depending on the nature of your concern:

  • Clinical or professional conduct concerns

    Concerns about the conduct or fitness to practise of a GPhC-registered pharmacist or pharmacy technician can be raised with the General Pharmaceutical Council (GPhC):

    www.pharmacyregulation.org

  • Data protection concerns

    If your complaint relates to how your personal data or patient data has been handled, you may contact the Information Commissioner's Office (ICO):

    ico.org.uk

  • NHS commissioners

    GP practices and PCNs may also escalate concerns through their local Integrated Care Board (ICB) or NHS England if the complaint relates to patient safety or commissioned service quality.

Clinical Safety Concerns

If you believe a patient has been placed at immediate risk of harm, please contact us immediately by phone on 07442 850408. Do not wait to submit a written complaint — patient safety concerns are always treated as urgent.

We take clinical safety incidents seriously. Where an incident is identified, we will conduct a root cause analysis and report findings in line with our clinical governance framework. Serious incidents involving patient harm may be reportable to the relevant NHS body.

Confidentiality

All complaints are handled confidentially. Information shared as part of a complaint investigation will only be used for the purposes of resolving that complaint and will not be disclosed to third parties without your consent, except where required by law or where patient safety requires it.

Contact Us

If you have any questions about our complaints process before submitting a complaint, please contact us at info@remoteclinicalproviders.co.uk.

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