Jood Complaints Procedure

1. Purpose

At Jood, we are committed to providing the highest standard of care and service to all our patients. We value feedback — both positive and negative — as it helps us to continuously improve.

If you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible so we can put things right quickly and fairly.

2. How to Make a Complaint

You can make a complaint in any of the following ways:

By email: complaints@joodlife.co.uk
By post: Jood Pharmacy, 7 Lime Avenue, Weaverham, CW8 3DE
By phone: 07756099075
Via our website: joodlife.com

Please include:

• Your full name and contact details
• A clear description of your complaint
• Any relevant order number, consultation reference, or date of service
• What outcome you would like to see

If you are complaining on behalf of someone else, we will require their written consent before sharing any personal or medical information.

3. Acknowledgement of Complaint

We will acknowledge your complaint within 3 working days of receipt.

Our acknowledgement will confirm:

• That we have received your complaint
• Who will be handling it
• The expected timescale for a full response

4. Investigation

Your complaint will be investigated by a senior member of the Jood team not directly involved in the issue.

They may:

• Review your records and correspondence
• Contact any staff involved
• Request further information from you if necessary
• We aim to provide a full written response within 20 working days of the initial acknowledgement.

If more time is needed (for example, due to the complexity of the issue), we will update you in writing with an explanation and a revised timescale.

5. Response

Our written response will include:

• A summary of your complaint
• The findings of our investigation
• Any action we are taking to resolve the matter or prevent recurrence
• Information on what you can do if you remain dissatisfied
• Where appropriate, we may also offer an apology and/or a goodwill gesture.

6. Escalation

If you are not satisfied with our response, you may request an independent review by a Senior Clinical Lead or Responsible Pharmacist at Jood.

Please send your escalation request within 20 working days of receiving our final response, explaining why you remain dissatisfied.

Following this review, you will receive a final decision within 15 working days.

7. External Escalation

If you are still unhappy after our final response, you can escalate your complaint externally to the relevant regulatory body:

For pharmacy or prescribing matters:

• General Pharmaceutical Council (GPhC)
• 25 Canada Square, London, E14 5LQ
• Website: www.pharmacyregulation.org

For data protection or privacy concerns:

• Information Commissioner’s Office (ICO)
• Website: www.ico.org.uk

8. Learning and Continuous Improvement

All complaints are logged and reviewed regularly by our management team to identify trends, improve processes, and enhance patient care.

Feedback from complaints is used as part of staff training and service development at Jood.

9. Confidentiality

All complaints are handled in strict confidence and in accordance with our Data Protection Policy.

Raising a complaint will never prejudice your future care or relationship with Jood.

10. Review of Policy

This Complaints Procedure is reviewed annually or following any significant change in legislation or internal process.