Last Updated: 20/05/2025

At Happen, we are committed to providing a high-quality service. We understand that there may be occasions when you are not entirely satisfied with our service, and we will take steps to resolve this. If you have any problems with our service, you can contact us.

You are also able to provide feedback about our service at any time. We find this incredibly valuable as it allows us to continually improve our service by identifying areas where we can make improvements.

To get in contact with our team, you can:

Our team is available:

These hours and days do not apply to bank holidays and/or other public holidays.

If you are not satisfied with our handling of your problem, you can submit a formal complaint. This policy sets out how we handle formal complaints and the steps you should take if you wish to make a complaint.

How to Make a Complaint

You can make a complaint by:

We cannot accept formal complaints over the telephone, as they must be submitted in writing. This ensures your complaint can be handled with the utmost confidentiality.

Please provide as much detail as possible to ensure that we are able to understand, investigate, and resolve your complaint effectively. Please ensure you include the following:

Next Steps

We will aim to acknowledge your complaint within 3 working days.

We will designate a Complaints Manager to review your complaint. At this point, they will seek to understand the nature of your complaint and may reach out to you for additional information or clarification. They will do so in writing to ensure the information is documented appropriately.

Once we have reviewed your complaint, we will provide you with a written response outlining our findings and any actions we have taken or will take as a result of your complaint.

Where an investigation is needed to identify the root cause of the issue and capture additional learnings, your complaint will be escalated to a senior member of the team.

We aim to respond to your complaint within 20 working days. However, where an investigation is needed, this may take longer. In this case, the Complaints Manager will keep you updated about the status of your complaint.

Escalating Your Complaint

If you are still dissatisfied with our handling of your problem and the outcome of your formal complaint, you can ask us to escalate your complaint.

In this case, your complaint will be handled by a director and/or the Superintendent Pharmacist.

Escalating a Complaint to the General Pharmaceutical Council (GPhC)

If, after escalating your formal complaint, you are still unsatisfied with the outcome, you can refer your complaint to the General Pharmaceutical Council (GPhC) by visiting their website here: https://www.pharmacyregulation.org/