Your Valuable Feedback at Similis Pharma
At Similis Pharma, we are dedicated to maintaining the highest standards in pharmaceutical innovation and distribution. Your feedback is invaluable in helping us improve our services, ensuring quality, and meeting your expectations.
Raising a Complaint
If you encounter any issues or wish to share feedback, please contact our customer service team at [Insert Phone Number Placeholder] or via email at info@similispharma.com. Your input is highly valued, and our team is ready to assist you.
Handling Complaints
When we receive your complaint, we will promptly record and investigate it to ensure a thorough review of the issue, relevant records, and necessary actions. Our primary goal is to identify the root cause and take appropriate corrective measures.
Types of Complaints
- Commercial Complaints
These include concerns related to order processes, invoicing, product dispatch errors, quantity discrepancies, pricing, or transit-related issues.- We will communicate with you promptly to propose solutions such as additional stock dispatch, replacements, credit notes, or revised invoices.
- Quality Complaints
These involve product quality or packaging concerns, including suspected falsified medicines, defects, tampering, or temperature excursions from storage requirements.- Quality-related complaints will be escalated to our Quality Assurance team for immediate investigation, and we will follow up with you accordingly.
Our Commitment
- Acknowledgement: We acknowledge all written complaints within 48 hours, ensuring you are informed throughout the process.
- Resolution: Our goal is to resolve the majority of complaints within 48 hours. Complex issues may require additional time, and specific timelines for resolution will be communicated.
- Empathy and Professionalism: We promise open, honest, and empathetic communication, handling your concerns professionally and efficiently.
- Outcome Sharing: Following the investigation, we will share the outcome with you and ensure your satisfaction with the resolution. A follow-up call will be arranged if necessary.
- Transparency: We periodically share aggregated feedback and insights to demonstrate our commitment to continuous improvement.
Complaints Form
For your convenience, you can access our online complaints form here.
Escalation Process
If you feel your complaint requires further attention, please reach out to our Customer Service Team. They will ensure your concerns are escalated to higher management levels for thorough consideration.
Follow-Up
We will maintain regular communication with you throughout the resolution process, keeping you informed of our progress and ensuring your concerns are addressed comprehensively.
Continuous Improvement
Our leadership team regularly reviews customer complaints to identify trends and address any recurring issues. Your feedback plays a pivotal role in driving our commitment to improvement.