Make A Complaint

Complaints Procedure

Everyone makes mistakes, and we are no different, as much as we’d like to be! Every so often, things go wrong, and we are happy to hold our hands up and take responsibility for any little errors we make along the way. Feedback from our patients and customers is essential if we are going to improve, and there are a few ways you can get in touch with us. You can:

Step 1: Contact Customer Support

If you are dissatisfied with our service or have encountered an issue, the first step is to contact our customer support team. They will do their best to resolve your concern promptly.

Contact Customer Service: Click here.

Phone: 01695 474 433

When contacting us, please provide the following details:

• Your full name and contact information
• Your order number (if applicable)
• A clear description of the issue
• Any relevant supporting documents or screenshots

Step 2: Escalation to a Formal Complaint Submission

If you are not satisfied with our response to your complaint, you can request further escalation. Your case will be reviewed by our Customer Service Manager or a member of our Pharmacist Team, and we will provide a final response in accordance with our complaints policy.

We will acknowledge your complaint within 1 business day and aim to provide you with a resolution time frame based on your case. If further investigation is required, we will keep you informed of the progress.

Step 3: External Resolution (If Applicable)

If you remain dissatisfied with our final response, you may have the option to escalate your complaint to an external regulatory body or ombudsman, depending on the nature of the complaint. We will provide guidance on this if necessary.

Our Commitment to You

We take all complaints seriously and strive to resolve them fairly and efficiently. Your feedback is important to us, and we use it to continuously improve our services.

If you need any assistance with submitting your complaint, please do not hesitate to contact us.

General Support: Contact us here
Customer Service Line: 01695 474 433
We appreciate your patience and understanding, and we will do our best to resolve your concerns as quickly as possible.