1.Our Aim

Pharmore Grey Matter Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. Ultimately, we aim to help people become the best version of themselves possible. 

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, in particular, by responding positively to complaints, and by putting mistakes right. 

Therefore, we aim to ensure that:

• Making a compliment or complaint is as easy as possible.

• We welcome compliments, feedback, and suggestions.

• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.

• We deal with it promptly, politely and, when appropriate, confidentially.

• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that concerns may be raised informally, regardless of this we aim to deal with them effectively. 

Our aims are to:

• Resolve these concerns quickly.

• Keep matters low-key.

• Enable mediation between the complainant and the individual to whom the complaint has been referred.

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public and clients about our services, facilities, and employees.

In addition to this policy, we welcome and provide each trainee with a feedback form at the end of every completed programme to continually develop our quality service and standards.

2. Definitions 

A compliment is an expression about the standard of service we provide. 

A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain”, or “complaint” is not used. 

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction. 

5. Responsibilities

Pharmore Grey Matter Ltd responsibility will be to:

• Acknowledge the formal complaint in writing.

• Respond within a stated period of time.

• Deal reasonably and sensitively with the complaint; and

• Act where appropriate.

A complainant's responsibility is to:

• Bring their complaint, in writing, to Pharmore Grey Matter’s attention normally within 7 days of the issue arising.

• Raise concerns promptly and in writing to Pharmore Grey Matter Ltd.

• Explain the problem as clearly and as fully as possible, including any action taken to date.

• Allow Pharmore Grey Matter Ltd a reasonable time to deal with the matter, and

• Recognise that some circumstances may be beyond Pharmore Grey Matter’s control.

6. Confidentiality: 

Every attempt will be made to ensure that both the complainant and Pharmore Grey Matter Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). 

Should this be the case, the situation will be explained to the complainant.