Complaints Procedure | MedCannabis Cure UK
Legal

Complaints Procedure

Last updated: 1 September 2026

We take all complaints seriously and are committed to resolving them fairly, promptly, and transparently. This page explains how to raise a concern and what you can expect from us in response.

1. Our Commitment

Whether your concern relates to your consultation, a prescribing decision, customer service, or any other aspect of our service, we want to hear from you. Raising a complaint will never affect the quality of care or service you receive from us.

2. How to Make a Complaint

You can make a complaint by:

  • Emailing us at sales@medcannabiscure.shop with “Complaint” in the subject line;
  • Writing to us at our registered address; or
  • Using our Contact Us form and selecting the relevant subject.

Please include your name, contact details, and as much detail as possible about your concern, including any relevant dates.

3. What Happens Next

We will acknowledge your complaint and begin an internal review. Depending on the nature of your complaint, this may involve our clinical team, our Superintendent Pharmacist, or our patient support team. We may contact you for further information during this process.

4. Response Timescales

  • Acknowledgement: within 2 working days of receipt.
  • Full response: within 20 working days. If your complaint is complex and requires longer, we will inform you of the expected timescale.

5. If You’re Not Satisfied

If you are not satisfied with our response, you can request that your complaint is escalated for a further review by a senior member of our team. If you remain unsatisfied after this review, you have the right to refer your complaint to the relevant external regulatory body listed below.

6. External Regulatory Bodies

7. Contact Us

Medcann Pharma Ltd
Email: sales@medcannabiscure.shop
Address: London, United Kingdom