Complaints Procedure.

Scotty66

Hi,
I recently complained to a company by email, regarding a serious problem of a very sensitive nature.
My first email received no acknowledgement.
Four days later I sent the same email but marked it FAO CEO.
Within an hour I received an email, saying the matter was being investigated and that they would respond by post. That was a week ago today.
How long is considered fair to give them time to respond by post before contacting them again?

Thanks,
Scott.

Proc

Depends.

Give us more information.

I think insurance companies and financial institutions have to at least achknowledge a complaint within 5 working days.

I would allow them 28 days.

Tell us what the serious problem is and we can offer better advice.

Scotty66

The problem is that I contacted a pharmacutical company regarding a serious side effect of one of their products.
I would rather not elaborate any more at this time.
Hope this is enough information.
Scott.

hollydays

Speak to your Doctor? It depends on the seriousness,as to how long you would expect a reply.

Scotty66

Hi,

I have spoken to a senior consultant who specialises in this particular field about this and he could not give me an answer.

His advice was to contact the company and ask for a response.

Ivory_Tinkler

Make sure that the matter is reported to your GP so that at least it is on your records and you don't get prescribed a drug with the same ingredients in the future. Your GP may even be able to advise how long you'd have to wait for a reply from the drugs company. As Hollydays says, I guess it would depend on the severity of the side effects.

Ivory_Tinkler

Sorry Scotty, our posts crossed. If it was very serious then you may wish to consider speaking with a solicitor

gordikin

Scotty66 wrote: »

The problem is that I contacted a pharmacutical company regarding a serious side effect of one of their products.
I would rather not elaborate any more at this time.
Hope this is enough information.
Scott.

I think you'll find that most pharmaceutical products can have side effects which will will be listed in the product insert blurb. Stop using the product and contact your GP (if he prescribed it) and I'm sure they will find an alternative.

Optimist

You have had an acknowledgement by email so if your issue is as serious as you suggest then you need to give them a reasonable amount of time to reply as they will need to investigate.

I would suggest 28 days would be reasonable

Scotty66

The problem is that the consultant said he could not positively identify a link with the drug and the side effect but neither could he dismiss it. That is why he prompted me to contact them.

Everything has been noted and logged and we are aware of all known drugs to avoid.

The problem lies with my son and it is very serious, potentially life threatening.

I will wait a month from their acknowledgement by email before contacting them again.

Thanks for your help.

Scott.

Optimist

You can also report suspected adverse reactions to the Medicines and Healthcare products Regulatory Authority (MRSA). It doesn't need to be your doctor anyone can report it

http://www.mhra.gov.uk/Safetyinformation/Reportingsafetyproblems/Medicines/Reportingsuspectedadversedrugreactions/index.htm