Pharmacy2U complaints process
Updated
For anyone outside Pharmacy2U who needs to report an issue or raise a public interest concern.
What can you raise?
Complaints about our services, staff, or actions.
Whistleblowing concerns about serious issues such as crime, legal breaches, health and safety risks, environmental harm, miscarriages of justice, or deliberate concealment.
How to contact us regarding a complaint or whistleblowing concern
Email: [email protected]. Please include supporting evidence where possible.
For data protection concerns, email: [email protected]
Telephone: 0113 265 0222
Post: FAO Complaints Team, Pharmacy2U, Lumina, Park Approach, Thorpe Park, Leeds, LS15 8GB. We may reply via email or telephone to resolve matters quickly.
Please do NOT send any medication returns to this address. Medication that is expired or no longer required can be returned to a local pharmacy for safe disposal or sent to our Freepost address:
Pharmacy2U
FREEPOST RLTU-BHYL-KEJZ
Unit 4b
Victoria Road Industrial Estate
Leeds
LS14 2LA
What happens next?
If you have a concern about any aspect of our service, our Customer Support Team will do their best to resolve the issue in the first instance.
If the issue cannot be resolved straight away or you are unsatisfied with the resolution offered, the Customer Support Team can raise your complaint to the Complaints Team. Once received, the Complaints Team will acknowledge your complaint within 1 working day.
The Complaints Team will carry out an internal investigation and aim to provide a full response within 20 working days. If more time is needed, we’ll explain why and give a new date.
Postal replies may take longer, so please include your email address or phone number for a quicker response.
We may suggest a call or meeting to understand the issue better. If you prefer written updates only, let us know.
Your rights and protections
Confidentiality: We keep your information private and only share it when necessary. We handle your information according to data protection law and keep records only as long as needed.
Independent oversight: An impartial manager or approved third party may review the process.
No retaliation: We do not tolerate retaliation against anyone raising a concern in good faith.
If the complaint cannot be resolved following the above steps, we would recommend contacting one of the relevant regulatory bodies below.
NHS England for NHS services: https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/
Care Quality Commission (CQC) for our Online Doctor service: Contact us - Care Quality Commission
General Pharmaceutical Council (GPhC) for any type of complaint: https://www.pharmacyregulation.org/patients-and-public/reporting-concerns
