Complaints Policy

At Pharmulous, we want every customer to have a safe, smooth and positive experience when using our online pharmacy. If something has gone wrong or you are unhappy with any part of our service, please let us know. Your feedback helps us put things right and improve our services for everyone.

How to Make a Complaint
You can contact us in whichever way works best for you:

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

Please tell us what happened, when it happened, and how you would like us to resolve the issue.
If you are contacting us on someone else’s behalf, we may need their permission to discuss the matter.

How We Handle Your Complaint
We will acknowledge your complaint within 5 working days.
We will confirm we’ve received your message, give you a complaint reference number and tell you who is looking after your case.

Investigation & Full Response 
We aim to send you a full written response within 20 working days from the date we acknowledge your complaint.
If your complaint is more complex and needs more time, we will:

• Let you know why there is a delay
• Keep you updated regularly
• Give you a revised timescale for when you can expect a full response
• We will always investigate complaints fairly and thoroughly.

What You Can Expect from Our Final Response
Our final reply will include:

• A summary of your complaint
• What we have found after investigating
• Any actions we have taken or will take 

What you can do if you’re not happy with our final decision
If you remain unhappy after our final response, or if we haven’t resolved your complaint within 8 weeks, you have the right to contact the General Pharmaceutical Council (GPhC).

General Pharmaceutical Council
Website: www.pharmacyregulation.org
Phone: 020 3713 8000

They are the regulator for pharmacies and pharmacy professionals in Great Britain.

Confidentiality
All complaints are handled in confidence. We only share information with the staff who need it to investigate your case. All personal information is stored securely and handled in line with data protection laws.