Complaints Procedure

Our Commitment

At RxSure, we are committed to providing excellent service. However, if you are dissatisfied with any aspect of our service, we want to hear from you so we can put things right. We treat all complaints seriously and aim to resolve them as quickly as possible.

How to Make a Complaint

You can submit a complaint using any of the following methods:

What Happens Next

1. Acknowledgement: We will acknowledge your complaint within 2 working days
2. Investigation: We will investigate your complaint thoroughly
3. Response: We aim to provide a full response within 10 working days
4. Resolution: If you are not satisfied with our response, you may escalate your complaint

Escalation

If you are not satisfied with our response, you have the right to:

• Request a review by a senior manager
• Contact the Information Commissioner’s Office (ICO) for data protection concerns: ico.org.uk

NHS Data Complaints

If your complaint relates to the handling of NHS patient data accessed through RxSure’s NHS-integrated services, you may also:

• Contact our Data Protection Officer: Tanweer Ahmed (dpo@qastco.com)
• Report concerns to the ICO: ico.org.uk/make-a-complaint/ (Registration: ZB261485)
• Contact NHS England: If your concern relates to NHS data services, contact the NHS National Service Desk at 0300 303 5035 or ssd.nationalservicedesk@nhs.net

Clinical Safety Concerns

For clinical safety concerns about the RxSure platform, including potential patient safety issues, software defects that may affect clinical decisions, or hazards identified during use, please contact us immediately.

All clinical safety incidents are investigated in accordance with our DCB0129 Clinical Risk Management process and recorded in our clinical hazard log.