Something not working right?

Describe the problem

The report form asks for your name, your email address, what you were doing when the problem happened, and where on the site it happened (for example checkout, your orders page, or login). The more detail you can give, the faster we can reproduce and fix the problem — including the time it happened and the device or browser you were using, if you can.

Please don't include sensitive personal or medical information in this form. For urgent medical concerns contact NHS 111, or call 999 in an emergency.

What happens next

1. We log it straight away. Your report lands with our support team the moment you send it, together with the page you were on and the browser you were using, so you don't need to remember the technical details.
2. Someone looks into it. A member of staff tries to reproduce the problem and checks whether it could affect anyone else. If it touches an order or a payment, we make sure nothing has been left half-finished on your account. Most reports are reviewed within one working day.
3. We let you know. You'll get an email once we've found the cause or need a little more information. If the fault has already been fixed, we'll tell you what changed.

Details that help us fix it faster

You don't need to be technical. A sentence or two on each of these makes a big difference:

• What you were trying to do, for example paying for an order or opening a prescription
• What you expected to happen and what actually happened
• Any message shown on screen, word for word if you can
• Roughly when it happened and whether it happens every time

Not a website problem?

This form is for faults with the website itself. If your question is about a treatment, a delivery or your account, our patient care team can help directly, and if you are unhappy with the care you have received you can raise it through our complaints process.

• Contact patient care
• Make a complaint