We're sorry if something hasn't gone right. We take every complaint seriously and use them to improve our service. Here's how to raise one.
How to make a complaint
The fastest way is to contact our support team. Please include:
- Your name and order number (if relevant)
- What happened and when
- How it affected you
- What outcome you'd like
Our complaints process
- Acknowledgement — we'll acknowledge your complaint within 2 working days. If we can resolve it right away, we will
- Investigation — for more involved complaints, we'll investigate and respond within 10 working days. If we need longer, we'll let you know why and when to expect a full reply
- Resolution — we'll explain what happened, what we'll do about it, and any steps we'll take to prevent it happening again
If you're not happy with our response
You can escalate to our Superintendent Pharmacist (Umar Razzaq) for pharmacy-related complaints, or to senior management for service complaints.
Beyond that, you have the right to refer your concerns to:
- The General Pharmaceutical Council (GPhC) — for clinical or pharmacy-related concerns. Visit pharmacyregulation.org
- The Information Commissioner's Office (ICO) — for data protection concerns. Visit ico.org.uk
- Trading Standards / Citizens Advice — for consumer issues
You don't need to give us a chance to resolve it first — but most complaints we can sort directly, faster.