Complaints Policy

Version 2.0
Effective Date: 25.02.2026

This policy forms part of our Terms and Conditions and is incorporated by reference.

At Pharmulous, we are committed to providing safe, effective and professional pharmacy services. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and improve.

Nothing in this policy affects your statutory rights.

1. How to Make a Complaint

You can contact us using the following methods:

Email: [email protected] 
Phone: 020 3597 6817 (Mon–Fri, 9:30am–5:30pm)

Please include:

• What happened

• When it happened

• Your order number (if applicable)

• How you would like the issue resolved

If you are contacting us on someone else’s behalf, we may require their written consent before discussing the matter.

If you require reasonable adjustments to make a complaint, please let us know and we will assist where possible.

2. Acknowledgement

We will acknowledge your complaint within 5 working days.

You will receive:

• Confirmation of receipt

• A complaint reference number

• Details of the person or team handling your complaint

3. Investigation & Response

We aim to provide a full written response within 20 working days of acknowledgement.

If the complaint is complex and requires additional time:

• We will explain the reason for delay

• Provide regular updates

• Confirm a revised response timeframe

All complaints are investigated fairly, impartially and in accordance with our regulatory obligations.

4. Final Response

Our final response will include:

• A summary of your complaint

• The outcome of our investigation

• Any actions taken or proposed

• Information on further escalation if you remain dissatisfied

5. Escalation

If you are dissatisfied with our final response, you may contact the General Pharmaceutical Council (GPhC), the regulator for pharmacies in Great Britain.

General Pharmaceutical Council

Website: www.pharmacyregulation.org 

Phone: 020 3713 8000

6. Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation.

Information will only be shared with staff involved in investigating and resolving the complaint.

7. Governance & Service Improvement

All complaints are recorded, reviewed and used as part of our ongoing quality assurance and governance processes.

Where appropriate, we may implement changes to improve our services and prevent recurrence.