⚠️ Your Voice Matters

Feedback & Complaints Portal

Your Voice Matters — Help Us Serve You Better

Submit a Complaint Call: 0727 175 708

Confidential • Fair • Resolved

Our Commitment to You

Every complaint is taken seriously and investigated thoroughly
You will receive acknowledgment within 24 hours
Confidentiality is maintained throughout the process
No retaliation for honest feedback — ever
We use complaints to improve our services continuously
Important Notice

For medical emergencies or severe adverse reactions, please seek immediate medical attention at the nearest hospital. Once safe, report the incident to us through this portal for investigation and prevention.
Emergency: Call 999 or 112

What Would You Like to Report?

Select the category that best describes your concern

Product Quality Issue

Damaged, expired, or ineffective products

Service Issue

Poor service, delays, unmet expectations

Staff Conduct

Unprofessional behavior, rudeness, discrimination

Delivery Problem

Late, missing, or wrong delivery

Billing Dispute

Overcharging, payment errors, refund issues

Safety Concern

Adverse reactions, health risks, safety violations

Privacy Breach

Data misuse, confidentiality concerns

Other Concern

Any issue not covered above

How We Handle Complaints

Transparent process from submission to resolution

Submit Complaint

Complete the form with all relevant details

Acknowledgment

Receive confirmation within 24 hours

Investigation

Our team reviews and investigates your concern

Resolution

We propose and implement a fair solution

Follow-Up

We check your satisfaction and close the case

Average resolution time: 5-7 business days • Confidentiality: Guaranteed throughout

Escalation Path

If you're not satisfied, here's how to escalate your concern

Level 1
Support Team

support@drspiceorganicskenya.com

0-3 days
Level 2
Customer Relations Manager

relations@drspiceorganicskenya.com

3-7 days
Level 3
Executive Management

executive@drspiceorganicskenya.com

7-14 days
External
Kenya Pharmacy & Poisons Board

info@pharmacyboardkenya.org

As per regulations
External Regulatory Bodies

If your complaint remains unresolved after exhausting all internal escalation levels, you may contact:
Pharmacy & Poisons Board Kenya: info@pharmacyboardkenya.org | www.pharmacyboardkenya.org
Kenya Bureau of Standards: info@kebs.org | www.kebs.org

Submit a Formal Complaint

Be as specific as possible. This helps us investigate thoroughly.

Confidential submission • Acknowledgment within 24 hours • Fair investigation guaranteed

📞 Prefer to Discuss Directly?
Call: 0727 175 708 WhatsApp Email Complaints

Frequently Asked Questions

Common questions about our complaints process

Most complaints are resolved within 5-7 business days. Critical safety issues are addressed within 24-48 hours. Complex cases may take up to 14 days with regular updates provided.

Yes. All complaints are treated with strict confidentiality. Your information is only shared with staff directly involved in resolving your concern, and never with third parties without your consent.

While we encourage identifiable complaints for better resolution, you can request anonymity. However, this may limit our ability to investigate fully or provide you with resolution updates.

You can request escalation to the next level (see escalation path above). If still unresolved, you may contact external regulatory bodies like the Pharmacy & Poisons Board Kenya.

Yes, absolutely. We take staff conduct very seriously. All behavior complaints are investigated confidentially, and appropriate action is taken based on findings.

Depending on the nature and severity of the issue, we may offer refunds, replacements, service credits, or other appropriate compensation. Each case is evaluated individually.

We Value Your Feedback

Every complaint is an opportunity for us to improve. Thank you for helping us serve you better.

Submit Your Complaint

🔒 Confidential • ⚖️ Fair • ✅ Resolved