Making a complaint.

How our complaints procedure works

• 1. Tell us what went wrong. Get in touch by the form below, by email or by phone. Share as much detail as you can: your order or consultation reference helps us look into things quickly.
• 2. We acknowledge it. We'll confirm we've received your complaint within 3 working days and let you know who is handling it.
• 3. We investigate. Our team, overseen by our Superintendent Pharmacist, reviews what happened fairly and thoroughly, and may contact you for more information.
• 4. We respond. We aim to give you a full written response within 28 days. If we need longer, we'll explain why and keep you updated.

Raise a complaint

Use the form, or reach our patient care team directly. Complaints are overseen by our Superintendent Pharmacist.

Email hello@medihealthdirect.com, call 0115 990 1203 (Mon–Fri, 9am–6pm), or use the complaint form on this page. General questions that aren't complaints are best sent via the contact page.

If you're still not satisfied

• General Pharmaceutical Council (GPhC). The regulator for pharmacies and pharmacists in Great Britain. You can raise concerns about our pharmacy services with them. pharmacyregulation.org
• Information Commissioner's Office (ICO). If your complaint is about how we've handled your personal data, you can contact the ICO. ico.org.uk

Alternative dispute resolution: once our complaints process is complete, we are not obliged to use, and do not currently participate in, a certified ADR scheme. The regulators above are the appropriate routes for escalating an unresolved complaint.