Complaints Policy

At Happen, we want to be the service you count on. That means a service you can trust to be—reliable, responsive, and always working in your best interest. If you ever need support or want to let us know how we can do better, we’d love to hear from you.

Our support team is here to help fix any issues quickly and efficiently. Most problems can be resolved right away—so don’t hesitate to reach out. We’re here to make things right.

To get in contact with our team, you can:

Our team is available:

  • Monday 09:30-18:30
  • Tuesday 09:30-18:30
  • Wednesday 09:30-18:30
  • Thursday 09:30-18:30
  • Friday 09:30-18:30

Making a Complaint

If something hasn’t been resolved to your satisfaction, you’re welcome to file a complaint. These need to be in writing so we can keep a clear and accurate record.

You can contact us here:

  • Email: [email protected] – please include “Complaint” in the subject line
  • Post: Complaints, The Family Health Group, 16 Carolina Way, Salford, M50 2ZY

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:

  • Your full name.
  • Your email address (used to register with the service).
  • Your address including postcode.
  • Your order number(s).
  • A clear description of your complaint, providing as much detail as possible.
  • Copies of any correspondence or other materials relevant to your complaint.

Making a Formal Complaint (including Healthcare Complaints)

If you’re not satisfied with the outcome of your initial complaint, you can submit a formal complaint.

Please note that if your initial complaint is related to the healthcare and/or pharmacy services, your complaint will be handled as a formal complaint from the onset. In these cases, we will handle this in collaboration together with the healthcare and/or pharmacy provider, or refer your complaint to them.

Formal complaints will be acknowledged within 3 working days, with an aim to fully resolve it within 28 days—often much sooner. A designated person will be assigned as your main point of contact, and they may reach out if more information is needed from you.

In some cases, a deeper investigation may be needed. If that happens, we’ll keep you updated every step of the way.

Every complaint is treated confidentially—but in rare cases involving safeguarding concerns, certain information may need to be shared with the appropriate authorities.

Escalating your Formal Complaint

If you’re not satisfied with how your formal complaint has been handled, you can request a review. At this stage, it’ll be passed to someone who hasn’t been involved before—usually as part of an internal appeal.

Appeals will be carried out within three months of the original outcome. If it looks like a new outcome isn’t likely, we’ll be honest about that.

If after this stage you are still not satisfied with the outcome or the handling of your formal complaint and you would like to raise your concerns externally, here are your options:

  • For healthcare services (like consultations, prescribing, or patient care), contact theCare Quality Commission (CQC) via their website.
  • For pharmacy services, contact the General Pharmaceutical Council (GPhC) at 020 3365 3400 or via their online form.

Please note: Healthcare services are provided by Blueco Healthcare, who are registered with the CQC under provider ID 1-19176166626, and pharmacy services are provided by Pharmalogic Chemist, registered under GPhC premises number 9010938.