Complaints Policy

KIAG Medical Ltd (trading as Emergency Dental RX), registered in England and Wales, company number 15711296. Registered office: Office 2-3, 2nd Floor, 761 Wilmslow Road, Didsbury, Manchester, England, M20 6RN. ICO registration: ZB823962. Pharmacy services fulfilled by The Florence Clinic, GPhC registered pharmacy 9012762. Superintendent Pharmacist: Kamber Hussain (GPhC 2081236). Email: info@theflorenceclinic.co.uk.

Email info@theflorenceclinic.co.uk or write to our registered office. Please include:

• Your full name and contact details.
• Your consultation or order reference, if you have one.
• What happened, when, and what you would like us to do.
• Any supporting documents or photos.

You can also complain on someone else's behalf with their written permission.

• We will acknowledge your complaint within 2 working days.
• It will be investigated by a member of the team not involved in the matter.
• We aim to give you a full written response within 20 working days. If we need longer, we will tell you why and keep you updated.

Complaints about prescribing or medicines are reviewed by our Superintendent Pharmacist, Kamber Hussain (GPhC 2081236). If you think you have had a reaction to your treatment, stop taking it and seek medical advice from NHS 111 or your GP. In an emergency, call 999.

• Pharmacy care: General Pharmaceutical Council (GPhC) at pharmacyregulation.org.
• Your personal data: Information Commissioner's Office at ico.org.uk.
• Private health care: Parliamentary and Health Service Ombudsman does not cover private services, but you may seek independent advice from Citizens Advice.

Complaints are handled in confidence and will not affect the care you receive from us. We keep complaint records securely and use them to improve our service.