HubPharm holds itself to the highest standards in pharmaceutical care. If we have fallen short - in any way - this page tells you exactly how to raise a complaint, what happens next, and what you can expect from us in response.
Choose whatever channel is easiest for you. All complaints - however received - are logged, tracked, and resolved under the same standards and timelines.
Send a WhatsApp message to our care team with "COMPLAINT" as the first word. A team lead will pick it up within 2 hours during operating hours.
Email us with a description of your complaint, your name, and your order or patient number. Include any photos or documents that support your complaint.
Call our team directly to speak with a care team member. For complex complaints, you may be asked to follow up in writing so we have a full record.
Visit our pharmacy in Lagos to raise a complaint face to face with our team. You will be given a complaint reference number before you leave.
HubPharm's complaints process covers all aspects of our service. Use this guide to understand which category your complaint falls into - it helps us route it to the right team faster.
You received the wrong medicine, wrong dose, or wrong quantity. The medicine packaging was damaged, opened, or appears tampered with. You have concerns about medicine authenticity or storage.
🚨 Urgent - Call immediatelyYou or a patient experienced unexpected or severe side effects from a medicine dispensed by HubPharm. All ADR reports are handled as urgent clinical cases and reported to NAFDAC under pharmacovigilance obligations.
🚨 Urgent - Call immediatelyYour medicine delivery was late, did not arrive, was damaged in transit, or was delivered to the wrong address. The packaging did not maintain cold chain (refrigerated medicines).
Standard complaintYou were charged an incorrect amount, charged for an order you did not receive, experienced a payment processing error, or have a dispute about a refund.
Standard complaintYou are dissatisfied with advice received from a HubPharm pharmacist, doctor, nurse, lifestyle coach, or Afiya AI. You believe a clinical recommendation was incorrect or unsafe.
Standard / escalated if clinicalA HubPharm team member was rude, dismissive, or unprofessional in their communication with you. You felt disrespected, discriminated against, or your concerns were not taken seriously.
Standard complaintYou believe your health or personal data was shared without your consent, accessed inappropriately, or handled in breach of our Privacy Policy or the Nigeria Data Protection Act 2023.
Privacy team - DPO involvedYour prescription was rejected without adequate explanation, your refill was delayed past your supply date, or you were dispensed a quantity different from what was prescribed.
Standard complaintAfiya AI gave you incorrect health information, the platform did not function as expected, or you experienced a technical problem that affected your ability to access care.
Standard complaintEvery complaint follows a structured four-stage process. You will receive a reference number at Stage 1 and can use it to track progress at any time.
We receive your complaint by WhatsApp, email, phone, or in person. You are issued a unique complaint reference number and a named case handler is assigned.
Within 24 hoursYour case handler reviews all relevant records - dispensing logs, delivery history, consultation records, payment data. For clinical complaints, our pharmacist-in-charge or medical officer is involved.
2 to 5 working daysWe contact you with our findings, a clear explanation of what happened, and the remedy we are offering. We aim to resolve all complaints at this stage. If more time is needed, we tell you why and when you can expect a full response.
Full response within 10 working daysOnce resolved, your complaint is closed and recorded in our quality log. All complaints are reviewed monthly by leadership to identify patterns, improve systems, and prevent recurrence.
Confirmation sent within 24 hours of resolutionWe hold ourselves to specific response times for every complaint type. These are not targets - they are commitments.
| Complaint Type | Acknowledgement | Full Resolution |
|---|---|---|
| Medicine safety / wrong dispensing | Immediate | Same day |
| Adverse drug reaction (ADR) | Immediate | 24-48 hours |
| Delivery / logistics | Within 24 hours | 3 working days |
| Billing / payment dispute | Within 24 hours | 5 working days |
| Clinical advice / consultation | Within 24 hours | 7 working days |
| Staff behaviour | Within 24 hours | 5 working days |
| Data privacy / confidentiality | Within 24 hours | 10 working days |
| All other complaints | Within 24 hours | 10 working days |
When we get something wrong, our response is proportionate to the seriousness of the failure. We do not offer token apologies - we fix the problem.
As a PCN-licensed pharmacy, HubPharm has a legal and ethical obligation under NAFDAC's pharmacovigilance programme to report all suspected adverse drug reactions (ADRs). If you or someone in your care has experienced an unexpected or severe reaction to a medicine dispensed by HubPharm, report it to us immediately.
If you are not satisfied with how HubPharm has handled your complaint, or with the outcome, you have the right to escalate to our regulatory bodies. We support your right to do this without restriction.
If you are dissatisfied with the response from your case handler, you may request that your complaint be reviewed by HubPharm's senior management team. This review is conducted independently of the original case handler within 5 working days.
The PCN is Nigeria's pharmacy regulatory body and has authority to investigate complaints about licensed pharmacies and pharmacists. You may file a complaint if you believe our professional standards or licensing obligations have been breached.
For complaints about medicine quality, authenticity, incorrect labelling, adverse drug reactions, or any matter related to medicine safety and regulation, NAFDAC is the appropriate regulatory authority to contact.
For complaints specifically about how HubPharm has handled your personal or health data - including breaches of confidentiality, unauthorised data sharing, or failure to honour your data rights - the NDPC is the competent authority.
For complaints about unfair commercial practices, billing disputes, or consumer rights violations that HubPharm has failed to resolve, the FCCPC provides an independent avenue for consumer protection.
Nothing in this complaints policy limits or removes your right to pursue legal remedies. This policy governs our internal complaints process only. You retain full legal rights under Nigerian law regardless of the outcome of our internal process.
These commitments apply to every person who raises a complaint with HubPharm - regardless of the complaint type, outcome, or how the complaint is worded.
Every complainant is treated with dignity, courtesy, and respect. We do not dismiss, minimise, or patronise people raising concerns - regardless of how the complaint is expressed.
Your complaint and the details within it are handled in strict confidence. We do not share complaint details with parties outside those directly involved in resolving it.
Every complaint is investigated objectively. The case handler does not have a conflict of interest with the subject of the complaint. For complex cases, an independent reviewer is assigned.
Every complaint is logged and reviewed monthly by HubPharm leadership. We use complaint data to identify systemic issues and drive continuous improvement across our services.
Raising a complaint about HubPharm will never result in any adverse treatment of your care, your account, or your access to medicines. We take a zero-tolerance approach to any retaliatory behaviour by staff.
WhatsApp us with "COMPLAINT" as your first word and your case handler will be assigned within 2 hours.
💬 Start on WhatsAppComplaints make us better. If something went wrong, tell us. If everything went right, tell someone else - and leave us a review.