Make a Complaint (Complaints Procedure)

We want to know when something has gone wrong so we can put it right and improve our service. Here's how to raise a concern with us.

Step 1 - Contact Customer Care
In the first instance, please contact our customer care team with your full name, order number (if applicable), a description of the issue, and any supporting evidence such as photos.
Email: [support email] | Phone: [phone number] | Contact form: [link]

Step 2 - Escalation
If you're not satisfied with the initial response, ask for your complaint to be escalated. It will be reviewed by a Customer Service Manager or a member of our pharmacist team. We aim to acknowledge complaints within [1 business day] and to give you a realistic timeframe for a full response.

Step 3 - External resolution
If you remain unhappy with our final response, you may be able to escalate your complaint externally depending on its nature for example to the General Pharmaceutical Council (for concerns about pharmacy practice), the NHS complaints process or the Parliamentary and Health Service Ombudsman (for NHS-funded services, after our process is exhausted), or an approved Alternative Dispute Resolution provider for consumer disputes. We will point you to the right body for your specific complaint if needed.

Our commitment
We take every complaint seriously, aim to resolve it fairly, and use the feedback to improve our services.