Complaints Policy

Menwell aims to provide high quality services and products that meet your needs. We do our best to achieve this but if you feel we’re not getting something right, please let us know. We believe that all complaints, concerns, and compliments are valuable feedback, and help guide us to improve our services for all our patients.
Our team is happy and available to discuss any concerns you may have with our services or products, however if you wish to make a formal complaint, please email us at with “Formal Complaint” in the subject line of your email to ensure it is identified correctly.
To help us investigate your complaint further, we ask you to share as much information as possible. Including:

  • Your full name, email and postcode
  • Order number
  • A clear description of your complaint
  • Any relevant correspondence

Our internal complaints procedure aims to:

  • Understand the nature of the complaint
  • Acknowledge
  • Allocate for investigation
  • Review and identify the root cause
  • Respond
  • Action
  • Share Learnings for continuous improvement

We aim to acknowledge receipt of the complaint within 72 business hours and this will outline the process and provide contact details for a dedicated staff member if you have further questions. We will then launch an internal investigation to determine what happened, and work to find a solution.

If, for any reason, you need support with our formal complaints process please contact our customer service team who can assist you.

Our time frame for response is 20 working days. We will aim to keep you updated during the process of the investigation and we might reach out to you to request additional information if necessary to complete the investigation.
Please bear in mind that during Bank holidays, there may be delays.

After the investigation has taken place we will write to you with our findings, confirming all actions taken to resolve your concerns. We will also share any changes and/or learnings with the team and all members involved.

Where the complaint relates to issues of patient safety or safeguarding, we will notify our safeguarding lead and take immediate actions where necessary.

What to do if you’re not happy with our response

If you’re still not satisfied with our response, you can ask for an internal appeal. Please do this within 3 months from when you received your written response sending us a clear, detailed description of your complaint in writing, and explain why you were not satisfied with our original response. An internal review will then be undertaken by a member of our Senior Leadership Team that was not involved in the original review.
We are a member of The Centre for Effective Dispute Resolution (CEDR), one of the largest dispute resolution providers in Europe. CEDR is a not-for-profit charity whose role is to help customers and businesses to find a way to resolve disputes with the assistance of a professionally trained conciliator if they are unable to resolve their complaints directly through the organisation’s own complaints procedure. Should you remain dissatisfied with the response from internal review we can refer the matter to CEDR.

We use cookies to analyse data and personalise your visit, learn more in our privacy policy