1.How to submit a complaint
You can submit a complaint in the way that suits you best:
- Via the contact form on this website, selecting the subject Complaint.
- By email to contact@eurocarepharma.com.
- By phone on +31 (0)85 333 2687, Monday to Friday, 09:00 to 17:00 CET.
To help us handle your complaint quickly, please include:
- Your full name and contact details.
- Your order or reference number.
- A clear description of what happened and when.
- Photographs, if your complaint concerns a damaged package or product.
2.What happens next
- Confirmation: you receive an acknowledgement of your complaint within 2 working days.
- Investigation: your complaint is investigated by our quality team, and by a pharmacist where it concerns medication or dispensing.
- Response: you receive a substantiated response within 10 working days. If we need more time, we will let you know and explain why.
3.Complaints about medication safety
Complaints that may affect patient safety, such as a suspected quality defect or a problem with temperature-sensitive medication, are handled with priority. Where applicable, they are recorded in our quality management system and can lead to corrective and preventive measures. If your complaint concerns a possible side effect, it is also handled through our pharmacovigilance process.
4.If you are not satisfied with the outcome
If you do not agree with our response, you can ask for your complaint to be reviewed at a senior level within our pharmacy. You may also submit your complaint to the competent external body or supervisory authority (0000).
5.How complaints improve our care
All complaints are registered and periodically analysed. The outcomes feed directly into our quality management system, so that structural causes are addressed and not just individual cases.