Legal
Complaints Procedure
Last updated 1 June 2026
We take complaints seriously and use them to improve. This page explains how to raise a concern, what to expect, and how to escalate if you're not satisfied.
01How to complain
The quickest route is to email info@pprx.co.uk with your name, a way to contact you, and a description of what happened. You can also call us on 020 8191 3034.
02What happens next
- We acknowledge your complaint within 3 working days.
- A senior member of the team investigates, involving the superintendent pharmacist where clinical.
- We aim to provide a full written response within 20 working days; if longer is needed, we'll tell you why.
03If you're not satisfied
If our response doesn't resolve things, you can escalate to:
- The General Pharmaceutical Council (GPhC) — the regulator of pharmacies, at pharmacyregulation.org.
- Citizens Advice or Trading Standards for consumer issues with a private purchase.
04Confidentiality
Complaints are handled confidentially and won't affect the care you receive. We process any personal data involved in line with our Privacy Policy.