Complaints Procedure – DrNancyAllan.com

 At GP Direct Online Ltd, trading via DrNancyAllan.com, we are committed to delivering high-quality, private menopause care and online healthcare services. However, we recognise that there may be times when you are not satisfied with some aspect of your care or experience.
 

This procedure outlines how you can raise a concern or make a formal complaint. We are committed to handling all complaints fairly, promptly, and transparently, in accordance with UK legal and regulatory obligations.
 

 

Stage 1 – Informal or Verbal Complaints

If you are unhappy with any aspect of your care, we encourage you to speak with a member of our team as soon as possible — ideally during or shortly after your consultation. In many cases, concerns can be resolved quickly and informally.
 

 

Stage 2 – Formal Written Complaints

If your concern cannot be resolved informally or you prefer to raise it in writing, please email your complaint to:

Email: hello@drnancyallan.co.uk
 

Please include the following:

• A clear description of your concern

• The date(s) of the incident(s)

• Names of staff involved (if known or relevant)
   

All written complaints will be acknowledged within three (3) working days. A full investigation will then be carried out, and we aim to respond in writing within twenty (20) working days.
 

If more time is required, we will notify you of the delay and provide a final response within five (5) working days of completing the investigation.

We take all complaints seriously and may use the outcome to improve our services and staff training.