Effective Date: 25/02/2025
1. Purpose
Medina Remedies Limited values customer feedback and is committed to resolving complaints promptly, fairly, and transparently. This policy ensures:
- Complaints are handled in compliance with Kenya’s Consumer Protection Act (2012).
- Feedback drives continuous improvement in our products and services.
- Customers are treated with respect and professionalism throughout the process.
2. Scope
Applies to:
- Complaints about product quality, delivery, pricing, or customer service.
- Feedback (positive or negative) submitted via email, phone, website, or in person.
- All employees, contractors, and partners involved in complaint resolution.
3. How to Submit a Complaint or Feedback
| Channel | Details |
|---|---|
| [complaints@medinaremedies.co.ke] | |
| Phone | [(+254) 735 409 421] (Mon-Fri, 8 AM – 5 PM EAT) |
| Other Contact | (+254) 724 553 242 |
| In-Person | Mombasa Road, Behind Cadila Pharmaceuticals Nairobi |
4. Complaint Handling Process
Step 1: Acknowledgment
- Complaints are acknowledged within 72 hours (3 business day) of receipt.
- A unique reference number is provided for tracking.
Step 2: Investigation
- The relevant team (e.g., Quality Assurance, Logistics, Customer Service) investigates the issue.
- Timeframe: 3–5 business days, depending on complexity.
- Urgent issues (e.g., incorrect prescription fulfillment, expired products) are prioritized.
Step 3: Resolution
- Proposed solutions include replacements, refunds, or corrective actions.
- Resolution communicated to the customer via email or phone.
Step 4: Follow-Up
- Customers are contacted within 14 days to confirm satisfaction with the outcome.
5. Escalation Procedure
If unresolved or dissatisfied with the initial response:
- Escalate to the Customer Service Manager: [complaints@medinaremedies.co.ke]
- Further escalation to the Managing Director: jbare@medinaremedies.co.ke
- External escalation to the Pharmacy and Poisons Board or Consumer Federation of Kenya (COFEK).
6. Feedback Utilization
- Feedback is analyzed quarterly to identify trends and improve:
- Product quality and sourcing.
- Delivery efficiency.
- Customer service training.
- Positive feedback is shared with teams to recognize excellence.
7. Confidentiality
- All complaints and feedback are handled confidentially in compliance with the Data Protection Act (2019).
- Personal data is used solely for resolving the issue and not shared without consent.
8. Continuous Improvement
- Monthly reviews of complaint trends to implement preventive measures.
- Staff training on empathetic communication and conflict resolution.
9. Policy Review
This policy is reviewed annually or after significant regulatory changes.
10. Contact
Customer Service Team
Email: [complaints@medinaremedies.co.ke]
Address: Along ICD Road, opposite Hifadhi house – Nairobi.
Phone:(+254) 724 553 242
Signed: Jamal Bare
Jamal Bare
Managing Director, Medina Remedies Limited
Date: 25/02/2025
