Complaints

1. INTRODUCTION

Curigo is committed to providing safe, effective and high-quality healthcare services. We recognise that, despite our best efforts, concerns or complaints may occasionally arise.

We welcome feedback from our patients as it helps us improve our services, strengthen patient safety and maintain the highest standards of care.

This Complaints Policy explains how concerns and complaints can be raised, how they will be investigated and how we will work to resolve them fairly, consistently and promptly.

2. PURPOSE OF THIS POLICY

The purpose of this Policy is to:

• provide patients with a clear process for raising concerns or complaints;
• ensure complaints are managed fairly, consistently and without unnecessary delay;
• support openness, transparency and accountability;
• identify opportunities to improve our services;
• promote patient safety through organisational learning; and
• ensure compliance with applicable legal, regulatory and professional requirements.

3. SCOPE OF THIS POLICY

This Policy applies to complaints relating to:

• online clinical consultations;
• pharmacy services;
• medicines supplied by Curigo;
• Patient Group Direction (PGD) services;
• independent prescribing services (where available);
• dispensing;
• delivery services;
• customer service;
• billing and payments;
• website functionality;
• data protection concerns (where appropriate); and
• any other service provided by Curigo.

Separate procedures may apply where complaints relate to information rights or other statutory processes.

4. OUR COMMITMENT

Curigo is committed to ensuring that every complaint is treated with:

• courtesy;
• respect;
• impartiality;
• confidentiality;
• professionalism; and
• fairness.

We will always aim to resolve concerns as quickly as reasonably practicable while ensuring that every complaint receives appropriate consideration.

Making a complaint will not affect your access to healthcare services or your legal rights.

5. WHO CAN MAKE A COMPLAINT?

A complaint may be made by:

• a patient;
• a parent or legal guardian acting on behalf of a child;
• an individual with appropriate legal authority to act on behalf of another person; or
• another authorised representative, where appropriate.

Where someone is acting on behalf of a patient, Curigo may request evidence of their authority before disclosing confidential information.

6. WHAT CAN YOU COMPLAIN ABOUT?

You may raise concerns about any aspect of our services, including:

• the quality of clinical care;
• clinical advice provided;
• prescribing decisions;
• medicines supplied;
• dispensing errors;
• delivery issues;
• delays;
• communication;
• customer service;
• billing or payment issues;
• technical problems with our website; or
• any other aspect of your experience with Curigo.

Where appropriate, we also welcome compliments and suggestions for improving our services.

7. HOW TO MAKE A COMPLAINT

If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible.

Complaints may be submitted using the contact details published on our website.

To help us investigate your complaint efficiently, please include where possible:

• your full name;
• your date of birth;
• your order or consultation reference (if available);
• a description of your concern;
• relevant dates;
• any supporting information; and
• the outcome you are seeking.

If you require assistance in making a complaint, we will make reasonable efforts to support you.

8. INFORMAL RESOLUTION

Many concerns can be resolved quickly without the need for a formal investigation.

Where appropriate, Curigo will attempt to resolve straightforward issues promptly through discussion with the patient.

If the matter cannot be resolved informally, it will proceed through our formal complaints process.

9. FORMAL COMPLAINTS

Where a complaint requires further investigation, it will be handled through our formal complaints procedure.

Each complaint will be:

• acknowledged;
• reviewed;
• investigated appropriately;
• responded to in writing where appropriate; and
• recorded as part of our quality assurance and clinical governance processes.

The complexity of the complaint will determine the nature and extent of the investigation.

10. COMPLAINT ACKNOWLEDGEMENT

We aim to acknowledge receipt of complaints promptly.

Our acknowledgement will normally confirm:

• that your complaint has been received;
• who is responsible for investigating it;
• the next steps in the process; and
• where appropriate, an estimated timeframe for providing a response.

If additional information is required to investigate the complaint, we will contact you as soon as reasonably practicable.

11. INVESTIGATING COMPLAINTS

Complaints will be investigated objectively by an appropriate member of the Curigo team.

Depending on the nature of the complaint, the investigation may include reviewing:

• consultation records;
• clinical notes;
• dispensing records;
• communications;
• delivery information;
• relevant policies and procedures;
• staff accounts; and
• any other information relevant to the complaint.

Where appropriate, senior clinical staff or management may be involved in the investigation.

12. RESPONSE TIMES

Curigo aims to investigate and respond to complaints as promptly as reasonably practicable.

The time required to complete an investigation will depend on the complexity of the issues involved.

Where an investigation is likely to take longer than anticipated, we will keep you informed of our progress and provide updates where appropriate.

13. COMPLAINT OUTCOMES

Following completion of our investigation, we will provide a response explaining our findings and, where appropriate, any action that will be taken.

Depending on the circumstances, outcomes may include:

• an explanation of what happened;
• clarification of our policies or procedures;
• an apology where appropriate;
• corrective action;
• service improvements;
• staff training or learning;
• reimbursement or refund where appropriate; or
• confirmation that no further action is required.

Each complaint will be considered on its own individual circumstances.

14. APOLOGIES

Where our investigation identifies that Curigo has fallen below the standards patients are entitled to expect, we will provide a sincere and appropriate apology.

An apology is an expression of regret and our commitment to learning and improving. It does not, by itself, constitute an admission of legal liability.

15. CLINICAL COMPLAINTS

Complaints relating to clinical care, prescribing decisions, Patient Group Direction (PGD) services or professional judgement will be reviewed by an appropriately qualified healthcare professional.

Clinical decisions are made using independent professional judgement and in accordance with applicable legislation, recognised clinical guidance and professional standards.

While patients may disagree with a clinical decision, this does not necessarily mean that the care provided was inappropriate.

16. DISPENSING ERRORS

Curigo takes dispensing accuracy extremely seriously.

Any complaint involving a suspected dispensing error will be investigated as a priority.

Where appropriate, Curigo may:

• contact the patient urgently;
• arrange replacement medicines;
• provide appropriate clinical advice;
• investigate the cause of the incident;
• implement corrective actions; and
• review procedures to reduce the risk of recurrence.

Patient safety will always be our overriding priority.

17. DELIVERY COMPLAINTS

Complaints relating to deliveries will be investigated in conjunction with the relevant delivery provider where appropriate.

This may include reviewing:

• tracking information;
• proof of delivery;
• courier records;
• delivery photographs (where available); and
• any other relevant information.

Where an error has occurred, Curigo will work to resolve the matter as fairly and promptly as possible.

18. LEARNING FROM COMPLAINTS

Curigo views complaints as an opportunity to improve the quality and safety of our services.

Information obtained through complaints may be used to:

• identify trends;
• improve clinical practice;
• strengthen procedures;
• enhance staff training;
• improve patient communication;
• reduce future risks; and
• support our clinical governance programme.

Where appropriate, lessons learned will be shared within the organisation to promote continuous improvement.

19. EXTERNAL ESCALATION

We aim to resolve complaints fairly and directly wherever possible. However, depending on the nature of your concern, you may also have the right to raise the matter with an appropriate external organisation.

Pharmacy or Pharmacist Concerns

Pharmacists and registered pharmacy premises in Great Britain are regulated by the General Pharmaceutical Council (GPhC).

Where appropriate, concerns about the professional conduct, fitness to practise or activities of a pharmacist, or regulatory concerns relating to a registered pharmacy, may be raised with the GPhC.

Information about the GPhC, its role and how to raise a concern is available through the General Pharmaceutical Council website.

Data Protection and Privacy Concerns

If your complaint relates to how Curigo Pharma has handled your personal information, please contact us first so that we have an opportunity to investigate and respond.

If you remain dissatisfied, you may have the right to raise your concern with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection and information rights.

Information about making a data protection complaint is available through the Information Commissioner's Office website.

Other Healthcare Concerns

Where another healthcare professional or organisation has been involved in your care, we will explain the appropriate route for raising a concern with that professional, organisation or regulator where relevant.

Raising a complaint will not adversely affect the care or service you receive from Curigo Pharma.

20. CONFIDENTIALITY

All complaints will be handled confidentially and in accordance with applicable data protection legislation.

Information relating to a complaint will only be shared with individuals who require access in order to investigate or resolve the matter, or where disclosure is required or permitted by law.

21. COMPLAINT RECORDS

Curigo maintains records of complaints received to support:

• effective complaint management;
• patient safety;
• quality assurance;
• clinical governance;
• regulatory compliance; and
• continuous service improvement.

Complaint records will be retained in accordance with applicable legal, regulatory and professional requirements.

22. VEXATIOUS OR ABUSIVE COMPLAINTS

Curigo is committed to treating all complainants with fairness and respect and expects the same courtesy towards our staff.

Where a complaint is accompanied by abusive, threatening, discriminatory or unreasonable behaviour, or where repeated complaints are made without new evidence after the matter has been fully investigated, Curigo may take reasonable steps to manage such behaviour.

This may include limiting the method or frequency of communication, while ensuring that legitimate concerns continue to be considered fairly.

Nothing in this section prevents a patient from raising a genuine complaint or exercising their legal rights.

23. CHANGES TO THIS POLICY

Curigo may review and update this Complaints Policy from time to time to reflect:

• changes in legislation;
• regulatory guidance;
• professional standards;
• operational improvements; or
• developments in best practice.

The latest version will always be available on our website.

24. GOVERNING LAW AND JURISDICTION

This Complaints Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.

25. CONTACTING CURIGO

If you have any questions about this Complaints Policy or wish to raise a concern, please contact Curigo using the contact details provided on our website.

We are committed to listening to feedback and resolving concerns fairly, professionally and promptly.

26. ENTIRE POLICY

This Complaints Policy should be read alongside our:

• Website Terms & Conditions;
• Clinical Services Terms & Conditions;
• Privacy Policy;
• Delivery, Returns, Refunds & Cancellation Policy; and
• any other policies published on our website.

Together, these documents support Curigo's commitment to safe, transparent and patient-centred healthcare.