Complaints & medical incidents

At Blume, your well-being and your rights as a patient are our highest priorities. We are committed to providing a transparent and accessible process for addressing any concerns you may have about your medical treatment. We value your feedback as it is essential for the continuous improvement of our services.

Our clinical team, comprised of certified medical professionals, is dedicated to ensuring you receive the highest standard of care. If you feel that you have received poor or incorrect treatment, or that your rights as a patient have not been respected, we encourage you to let us know.

1. How to Make a Complaint

If you have a concern or complaint, the quickest way to resolve it is to contact our Member Support team. You can reach us via:

  • Email: hello@blumehealth.com
  • Post: Blume Health UK Ltd, 7 ST johns Road, Harrow on the Hill, London HA1 2EY, United Kingdom
  • In-App: Use the ‘Support’ or ‘Help’ function within the Blume platform.

To help us investigate as quickly as possible, please include:

  • Your full name and the email address associated with your Blume account.
  • A clear description of what went wrong.
  • The date(s) the issue occurred.
  • How you would like us to put things right.

2. Our Process

Once we receive your complaint, we will follow these steps:

  1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
  2. Investigation: A member of our team (who was not directly involved in the matter) will review your case. This may involve reviewing your account history and speaking with any relevant clinicians or staff.
  3. Response: We aim to provide a final written response within 20 working days. If the investigation is complex and requires more time, we will contact you to explain why and provide a new timeline.

3. If You Are Still Not Satisfied

If you are unhappy with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to escalate the matter to an independent body.

For Clinical or Healthcare Concerns: As Blume Health is a provider of health services, you may contact the Care Quality Commission (CQC). While the CQC does not settle individual disputes, they regulate our service and ensure we meet national standards.

For Data Protection Concerns: If your complaint relates to how we have handled your personal data, you can contact the Information Commissioner’s Office (ICO).

Alternative Dispute Resolution (ADR): If your complaint is purely commercial (e.g., related to billing or subscriptions) and remains unresolved, you may seek advice from Citizens Advice regarding your rights under the Consumer Rights Act 2015.

4. Important Clarification: Not a Pharmacy

Blume Health is a health technology platform. We provide access to [consultations/diagnostics/health tracking]. We are not a pharmacy. Any medications prescribed via our platform are dispensed and shipped by our third-party partner pharmacies, which are regulated by the General Pharmaceutical Council (GPhC).

If your complaint relates specifically to the dispensing, packaging, or delivery of a physical medication, we will work with you to liaise with the partner pharmacy, or you may contact them directly using the details provided on your prescription label.

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