Concerns and Complaints

At Asda Online Doctor, our main focus is making sure you are satisfied. If our service has not pleased you, we’d love to hear about it. Telling us what's wrong helps us to improve, to make sure we give you the best possible service on your next visit.

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How to raise a concern

Our online doctor Customer Support team is here to support you. Please contact a member of our team and we’ll try to resolve your concern as quickly as possible.

You can contact our Customer Support team via:

  1. Your Asda Online Doctor patient account: log in and send us a secure message.
  2. Call us on 020 3467 2020. Our team is available Monday to Saturday 9am to 5pm and Sunday 10am to 4pm.
  3. Email us at [email protected]

We’ll do everything we can to resolve your concern as soon as possible. If you’re not happy with our response we can register your concern as a complaint to help resolve your issue.

How to make a complaint

You can make an official complaint by contacting a senior member of our Customer Support team via:

  • phone call on 020 3467 2020 (Monday to Saturday 9am to 5pm and Sunday 10am to 4pm)
  • email using [email protected]
  • post at CS Managers, Asda Online Doctor by ZAVA, 46 Essex Road, London N1 8LN

When using the Asda Online Doctor by ZAVA, the medical consultation and prescription generation is carried out by ZAVA, and the supply and dispatch of medication is carried out by Asda.

We take complaints very seriously and will work to resolve yours as soon as possible. We aim to respond in a sensitive and caring way. If we’re at fault, we make sure we learn from it to stop it happening again.

We will not treat you any differently as a result of making a complaint.

Next steps

In your complaint, please include your preferred contact method. We can respond to you by:

  • secure message to your online patient account
  • email
  • phone
  • a letter to your home
  • face to face conversation

Messages sent through your online patient account are private and secure. Please be aware that messages sent in other ways, like by post, are less secure.

We make it our priority to resolve your concern as soon as possible. Any complaints submitted more than 6 months after you experienced the problem, might be more difficult to resolve.

Responding to your complaint

We’ll confirm that we've received your complaint within 3 working days. We will then give your complaint to an appropriate person to investigate. This may be a senior member of the Asda Online Doctor Customer Support team, or a member of the Asda Pharmacy team.

As part of our investigation we will contact the staff member or team involved in the complaint. We may also share information with Asda Stores PLC to aid in the investigation.

When we've finished the investigation we will contact you within 30 days. If we need more time, we will give you an update and suggest a new date for our response.

If you’re not happy with the investigation or response then please let us know. You can do this by contacting the senior member of the Customer Support team dealing with your complaint. They will then pass it onto a more senior member of the team. You’re welcome to do this at any time, although we recommend doing so within 6 months of Asda Online Doctor's initial response. Any longer than this and we can not guarantee that we'll be able to settle the complaint.

Complaining on someone else’s behalf

To complain on someone else's behalf, you’ll need their consent in writing. This is because their medical records are confidential.

They will need to give us a signed letter that confirms their consent. They can do this by post or by scanning a document and attaching it to an email.

Escalating your complaint

We will make every effort to resolve your complaint. If you’re not happy with our response then you may want to contact the Independent Sector Complaints Adjudication Service (ISCAS). You can contact them by

  • post: ISCAS, 100 St Paul’s Churchyard, London, EC4M 8BU
  • email: [email protected]
  • telephone: 020 7536 6091

Once we have your permission, Asda Online Doctor will make all documentation available to ISCAS.

If your complaint relates to the dispensing and supply of treatment from an Asda Pharmacy then the process is different. You contact the General Pharmaceutical Council. You can do this by completing the form on the GPhC’s website here or contacting them by phone on 020 3713 8000.

You might want to share your experience with the Care Quality Commission (CQC). The CQC cannot investigate complaints about social care services or independent healthcare. They may use the information for further investigations though. You can contact the CQC via their website.



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