Draft — pending governance approval. This page is a working draft. Its wording has not yet been approved by the platform's governance process and may change before the service launches.
How to complain
If something has gone wrong, tell us and we will put it right where we can. You will never be treated differently for complaining.
Who handles what
If your complaint is about the assessment, the prescriber's decision or your clinical care, it is handled by the clinic. If it is about dispensing, the medicine supplied or delivery, it is handled by the pharmacy. If it is about this website or the platform itself, it is handled by the platform operator. If you are not sure, contact any of them and they will route it.
How to raise a complaint
Use the contact below for a pharmacy or platform complaint. If another organisation needs to handle it, we will route it for you.
If you are not satisfied
You can escalate to the relevant regulator: the Care Quality Commission for the clinic, or the General Pharmaceutical Council for the pharmacy. For complaints about how your information has been handled, you can complain to the Information Commissioner's Office.
Urgent concerns
A complaint is not the route for urgent medical problems. If you are seriously unwell, call 999; for urgent medical advice, call 111. If you think you have received the wrong medicine, do not take it — contact the pharmacy straight away.