At Blueco Healthcare, we want to be your provider of choice. We know to achieve this we have to work to create an effective and reliable service. If you need any help with our services, or if you ever feel that we come short of this goal and want to give any feedback, please submit a request on this page or give us a call on 03330 34 24 38.
Resolving issues
When you contact us, our team will work with you to resolve problems with our service to your satisfaction in a timely manner. Our team is able to resolve most problems that patients face: don’t hesitate to reach out.
Making a formal complaint
If your issue has not been resolved to your satisfaction, you can submit a formal complaint, which will be assigned to a member of our team.
To ensure complaints are dealt with properly, formal complaints must be submitted to us in writing. We cannot handle formal complaints via phone.
- email: complaints@blueco.care starting the subject line with “Formal Complaint”
- post: Haroon Amanji, Blueco Healthcare, 464 Ranglet Road, Walton Summit, Bamber Bridge, PR5 8AR
When sending us a formal complaint, please try to include as much detail as possible, including any correspondence and order numbers (where relevant). This will help us to handle your complaint more swiftly.
Once we have received your complaint, we aim to acknowledge receipt of it within 3 working days. We’ll then assign the complaint to a member of our team and aim to resolve it in no more than 28 days–but often we are able to resolve complaints much sooner.
The member of the team handling your complaint may need to reach out to you for more information. You may also share additional information and evidence. You should limit your communication about your complaint to the assigned team member during this time so that we can ensure all information related to your complaint is recorded appropriately.
In some cases, we may need to conduct an investigation. In this event, we may take longer to respond, but we will ensure that we keep you updated.
We treat complaints with confidentiality. However, please note that in some cases, such as when there are safeguarding concerns, we may be required to share this information.
Escalating your formal complaint
If you are not satisfied with how we have dealt with your complaint, you can ask us to review it again. After this point, your complaint will be handled by our management team.
Once your complaint is escalated, it will be assigned to a member of the team who has not previously been involved in the complaint. The first step is an internal appeal. As part of this, we will review your initial complaint and its outcome, and seek to understand why you were not satisfied with this outcome.
We will conduct internal appeals where a complaint has been escalated within three months of its initial outcome being relayed to you. Where it is unlikely that an appeal will be able to provide a different outcome, we will let you know accordingly.
If, after an internal appeal, you are still not satisfied, the next step would be to move to a mediation process, facilitated by a professionally trained conciliator. This mediation is provided by the Centre for Effective Dispute Resolution (CEDR), which helps patients and providers resolve disputes.
Where you do not wish to discuss your complaint further with us, you can also contact the Care Quality Commission (CQC) and/or the General Pharmaceutical Council (GPhC), both of whom regulate our services.
If your complaint relates to our healthcare services (i.e. consultation, prescribing, advice and patient care), you should contact the Care Quality Commission (CQC) by completing a form on their website.
If your complaint is related to the pharmacy services, you should contact the General Pharmaceutical Council (GPhC) by calling 020 3365 3400 or by completing an online form on their website.
Note that pharmacy services are provided by Pharmalogic Chemist who is registered with the GPhC under premises number 9010938. Please see here for more information.