How do I make a complaint?
If you are unhappy with any aspect of our service, you can submit a complaint through our contact form or by emailing our complaints team. All complaints are reviewed and handled in line with our internal procedures.
Key Takeaways
- Complaints are taken seriously and handled formally
- You can submit a complaint via contact form or email
- You will receive a review and response
- You can request escalation if you are not satisfied
How to Submit a Complaint
1. Contact Form (Recommended)
The preferred way to submit a complaint is via our contact form:
https://rightangled.com/pages/contact-us
This allows us to:
- Capture all necessary details
- Route your complaint to the correct team
- Begin the review process efficiently
2. Email
You can also submit a complaint by emailing:
What You Should Include
To help us investigate your complaint thoroughly, please provide:
- Your full name
- Email address associated with your account
- Order reference (if applicable)
- A clear description of the issue
- Relevant dates and timeline of events
- Any supporting evidence (e.g. photos, emails)
Example of a Clear Complaint
“I received my order on 5 March, but the medication packaging was damaged. I have attached photos. My order number is #12345.”
What You Can Complain About
You can raise a complaint about:
- Delivery or order issues
- Customer service experience
- Billing or payment concerns
- Product-related concerns
- Clinical experience
What Happens After You Submit a Complaint
Once your complaint is received:
- It is logged and acknowledged
- It is reviewed by the relevant team
- Additional information may be requested
- A formal response is provided
(See: What happens after I submit a complaint?)
Response Times
- We aim to respond within 2 working days where possible
- More complex complaints may require additional time for investigation
Escalation
If you are not satisfied with the outcome:
- You may request that your complaint is reviewed further
- We will provide guidance on next steps where applicable
Important Information
- Complaints are handled in line with our internal procedures and regulatory requirements
- Submitting a complaint will not affect your access to appropriate clinical care
- For urgent medical concerns, seek immediate medical attention