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Carrot Pharma is committed to providing a high standard of service to our customers at all times. We understand however, that occasional mistakes can be made which may lead to dissatisfied customers. This is not what we want, so should you feel unhappy about an element of our service, then we’d like to hear from you. This will allow us to learn from that and to improve our service going forward.
If you have a complaint, we would first encourage you to raise this with the contact whom you’ve been working with at Carrot. Often these can be misunderstandings or down to poor communication, in which case these issues can sometimes be resolved relatively quickly and easily.
However, should you prefer not to speak directly to your contact, then please send an email to [email protected] outlining the details around the complaint, with as much relevant information as possible. We will acknowledge your complaint by phone or email within two working days of receiving it and where applicable we may ask you to confirm, further explain or expand on the details set out. We will also let you know the name of the person who will be dealing with your complaint from that point. Your complaint will be recorded on our Company database if applicable, and at least one member of the Senior management team will be made aware of your complaint and will be involved in investigating its nature and in helping to arrive at a suitable explanation or resolution. From that point we will respond to you within 5 working days in the hope that we can fully resolve the issue.