Complaints Policy

Our customers are our priority and your needs are at the heart of everything we do. Our aim is to provide you with outstanding service; however we appreciate there may be times where you may want to share your feedback, suggestions or complaints.

If, for any reason, you are dissatisfied with our service please contact us where we will endeavor to resolve the issue directly with the department concerned. In the unlikely event that you are unhappy with our initial response to your issue, you may choose to make your complaint in a more formal manner.

To help us resolve your issue as quickly as possible, when making a formal complaint please provide the following information in writing (either by email or post):

  • Your name
  • Your telephone number
  • The details of your complaint
  • What we have done so far to resolve the issue
  • Why you are not satisfied with what we have done
  • How you would like to see the issue resolved

We will send you an email or written acknowledgement of your complaint within 3 business days.

Within 20 business days, you can expect either:

  • A final response which adequately addresses the complaint; or
  • A response that details why we are still not in a position to provide a final response, giving indication when you can expect a final response from us.

Should you not be satisfied with our response, you may refer the complaint to the General Pharmaceutical Council.

Complaints should be emailed to: