Complaints Procedure
We aim to handle complaints clearly, fairly and without unnecessary delay. This page explains how to raise a concern about an order, delivery, website information or customer-service interaction.
Submit a complaint →One route for customer complaints
Use the Contact page and clearly mark your message as a complaint. Include enough information for us to identify the issue without sending unnecessary sensitive medical information.
Send the complaint
Use the contact form or published support channel and include your order reference, the issue, relevant dates and the outcome you are seeking.
Acknowledgement
We will review the message and, where possible, acknowledge that the complaint has been received and identify any information needed to investigate it.
Investigation
Relevant order, delivery, communication and website records may be reviewed to establish what happened and whether corrective action is appropriate.
Response
We will provide the outcome through the available contact channel and explain any action taken, refund route or next step that applies.
Common complaint categories
Order & payment
Payment status, order processing, cancellation, refund handling or information displayed during checkout.
Delivery
Dispatch, tracking, carrier delays, damaged parcels or a delivery process that did not match the published information.
Website information
Incorrect product information, broken links, unclear policy wording or a factual error that should be corrected.
When an external body may be relevant
The appropriate external route depends on the nature of the issue and on which regulated professional or service, if any, is actually involved. We do not claim that every complaint falls within the remit of a healthcare regulator.
Medicine safety
Suspected adverse reactions and medicine-safety issues can be reported through the MHRA Yellow Card scheme.
Registered pharmacy professional
If a complaint genuinely concerns a pharmacist or registered pharmacy in Great Britain, the General Pharmaceutical Council may have a relevant regulatory route.
Regulated care service
If the issue concerns a CQC-regulated health or care provider in England, the CQC publishes information about feedback and concerns.
Useful information before contacting us
Returns & Refunds
Eligibility, cancellation and refund process.
Delivery
Dispatch, tracking and UK delivery information.
Terms & Conditions
The commercial and website-use terms that apply to orders.
Last updated: 4 September 2026. This procedure does not invent a pharmacy, clinician, company or regulator relationship that has not been verified.
