Complaints policy

If something has gone wrong — a delay, a dispensing concern, a delivery issue, or the way we handled your data — contact us first via the Contact page. Please include your name, order or quote reference if you have one, and a short description of what happened.

You can also write to the registered pharmacy address shown on Our pharmacy.

1. Acknowledge your complaint within 3 working days.
2. Look into what happened, including pharmacist review where it is clinical.
3. Send a written outcome within 20 working days, or tell you why we need more time.
4. Record the complaint and any learning for the pharmacy’s clinical governance.

If the issue is urgent and relates to patient safety, say so in the subject line. We will prioritise it.

If you are not satisfied, or you want to raise a concern about a pharmacy or pharmacist directly, you can contact the General Pharmaceutical Council:

• Website: pharmacyregulation.org/raising-concerns
• Telephone: 020 3713 8000

The GPhC does not usually award compensation. It investigates whether pharmacy standards were met. Pharmacy registration details are on Our pharmacy.

• Data protection: Information Commissioner’s Office — ico.org.uk.
• Consumer contract disputes: you may use Citizens Advice or a court in England and Wales. If we join an ADR scheme we will publish it here.