Complaints & Compliments

We are committed to providing a high quality service to all of our customers; however, if you are unsatisfied with our service for whatever reason, we would be keen to hear from you. We consider complaints to be a valuable feedback on the quality of our services and we aim to resolve complaints quickly, fairly and confidentially.

Equally if you have experienced great customer service or you feel that someone in particular deserves praise - please do let us know.

What are customer service complaints?

This procedure is designed to deal with complaints about the way in which our pharmacy carries out its day to day work. For example, you may feel that a member of our staff has been unhelpful or that your query has not been answered quickly enough.

What are not customer service complaints?

This procedure is NOT designed to deal with complaints about the professionalism of individual pharmacists and pharmacy technicians. Such complaints are usually dealt with by The General Pharmaceutical Council which is responsible for the registration and regulation of pharmacists and pharmacy technicians in the UK.

How to make a complaint?

If you have a customer service complaint, you can contact our complaints manager by letter, e-mail, or by telephone. If you telephone, we will subsequently write a summary of what has been said and ask you to confirm this. When contacting us it would be helpful if you could provide:

  • Your name, address, and how you would like us to contact you
  • Details about what has led to your complaint
  • The name of the person you were dealing with
  • What you feel we can do to put things right

You can email your complaints department at complaints@petsdrugsdirect.com

What happens next?

Once we receive your complaint, we will acknowledge it in writing within five working days. We may also ask you to confirm any aspect of your complaint which we are unclear about, and/or provide further details.

Investigating your complaint will usually involve the following steps: 

  • We will speak to the member(s) of staff involved in the complaint and ask them for their comments on the matters you have raised.
  • We will consider their reply and the information you have provided.
  • At this stage we may need to ask you for more information. In this case we would either write to you or call you.

After investigating your complaint we will send you a written report with the details of what had happened and how it will be resolved within a specific timescale. This full response will usually be sent within twenty five working days of acknowledging your full complaint. If we have to change any of our timescales we will let you know and explain why.

What happens if, at the end of this process, you are not happy with our response?

If you are not satisfied with the outcome of our investigation, please let us know in writing. We will acknowledge your correspondence within five working days of receiving it. Our manager/director will review the situation and then will write back to you with final position on your complaint. This will usually be sent to you within fifteen working days. If we have to change any of the timescales referred to we will let you know and will explain why.

What if you are still unsatisfied with our response?

There are no further mechanisms in operation within our Pharmacy as part of this process and you should seek independent legal advice if you wish to take this matter further.

You may wish to contact the Parliamentary and Health Service Ombudsman. To complain about a UK government organisation:           

            Visit 'Making a complaint page

            Call Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday.

            Send a text to 'call back' service: 07624 813 005

            Dial textphone (minicom): 0300 061 4298

You may also wish to contact Community Legal Advice (a free, confidential and impartial advice service paid for by legal aid) on 0845 345 4 345 for information on where to find your nearest face-to-face legal advice provider (UK only).