How can I make a complaint?

Complaints Policy

Pharmacy2U is committed to providing a high-quality service to everyone we deal with. We consider a complaint to be any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Our policy covers complaints about:

  • The standard of service we provide
  • The behaviour of our staff
  • Any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • Matters that have already been fully investigated through this complaint’s procedure
  • Anonymous complaints

Complaints Standards

Our standards for handling complaints

  • We treat all complaints seriously
  • You will always be treated with courtesy and fairness and we would hope too, that you will always be courteous and fair in your dealings with our staff.
  • We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 5 working days and we will send you a full reply within 14 working days of receipt. If we cannot send a full reply within 14 working days of receipt, we will tell you the reason why and let you know when we will be able to reply in full.
  • We will publish information in our annual report on the complaints we receive


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

Complaints Process

The process of the complaints procedure

In the first instance, we will try to get your complaint resolved by the customer care agent who will answer your telephone call, email, letter or webchat. Upon receipt of your complaint, we will endeavour to resolve and satisfy your dissatisfaction at the time it is raised.

Where the complaint is raised by letter or email, we will try to make contact with you over the telephone to seek a resolution at that time or alternatively send you a receipt of complaint letter or email with a view to responding within 14 working days from receipt.

If the complaint is not resolved

If you are dissatisfied with our response you may escalate your complaint to one of our governing bodies.

NHS England

GPhC - General Pharmaceutical Council (Gphc)

Online Doctor – Care Quality Commission (CQC)

How to make a complaint & Timescales

You can make a complaint by email, phone, webchat or post. It will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence, and stating that you are making a complaint in line with our procedure

  • You can send an email to (we usually reply to emails within 2 working days).
  • Telephone us on 0113 265 0222 (our phone lines are open Monday to Friday, 9am to 5pm, Saturday 8.30am to 1pm excluding bank holidays).
  • Web chat via
  • In writing to Complaints Department, Pharmacy2U, Lumina, Park Approach, Thorpe Park, Leeds, West Yorkshire, LS15 8GB.

Timescales for handling a complaint

  • You should receive a full response within 14 working days.

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.


When we get things wrong we will:

  • Accept responsibility
  • Explain what went wrong and why
  • Put things right by making any changes required

The action we take to put matters right in response to a complaint can include any combination of the remedies set out in the list below. The general principle we follow is that a complainant should, so far as possible, be put in the position he or she would have been in, had things not gone wrong.

The remedy chosen needs to be proportionate and appropriate to the failure in service:

  • A sincere and meaningful apology (explaining what happened and or what went wrong) an apology is not an acceptance of liability under Section 2 of the Compensation Act 2006
  • Remedial action, which may include reviewing or changing a decision on the service given to an individual complainant
  • Service desired by the complainant (immediately, if appropriate)
  • Putting things right (for example change of procedures to prevent future difficulties of a similar kind, either for the complainant or others)
  • Training or supervising staff

Recording of Complaints

We will log all complaints we receive so that we can monitor the types of problems, the best way to resolve them and how long we are taking to deal with them.

This also helps us to take a closer look at how we can improve our own service delivery.

We will handle your information in line with data protection legislation.