Complaints & feedback - Chemist Click

Complaints reviewed by the appropriate team

Clinical concerns escalated where needed

Patient feedback used to improve service

Clear response process and follow-up

Urgent symptoms directed to immediate care

Start with the right route

Before making a complaint

If your concern relates to a current order, delivery issue, side effect, dosage question or treatment suitability, our pharmacy team may be able to resolve it quickly.

Medicine safety

Medicine side effect

Contact a pharmacist, GP, NHS 111 or emergency services depending on severity.

Order support

Delivery issue

Contact customer support with your order number and delivery details.

Taking treatment

Dosage question

Contact a pharmacist before changing how you take your medicine.

Prescribing decision

Treatment refused

Medicine received

Damaged or incorrect item

Urgent care

Serious or urgent symptoms

Contact NHS 111, 999 or your GP as appropriate. Do not wait for our response.

Make a complaint

Tell us what happened

Please provide as much relevant information as possible so we can investigate your concern properly.

Your full name
Order number, if applicable
Your preferred contact details
What happened
When it happened
The outcome you are seeking
Photos or other supporting evidence
Medicine name and strength, if relevant

Our details

info@chemistclick.co.uk

Use the subject line Complaint or feedback and include your order number where relevant.

01923549040

Monday-Friday, 9:00-18:00
Saturday, 10:00-12:00

Post:
Chemist Click
Unit 4,
The Metro Centre,
Dwight road
Watford
WD18 9SS

What happens next

What happens after you make a complaint?

A clear process helps ensure concerns are reviewed fairly, consistently and by the right people.

We acknowledge

We will acknowledge your complaint and explain how it will be reviewed.

We investigate

We may review consultation, dispensing, delivery, order and communication records where relevant.

We respond

We will provide a response after our review. If we need more time, we will let you know.

We take action

We may update processes, improve communication, provide feedback or take other appropriate action.

We explain escalation

If you remain unhappy, we will explain any relevant escalation options.

Clinical concerns

Patient safety concerns receive clinical review.

If your complaint involves clinical advice, prescribing, treatment suitability, medicine side effects or patient safety, it may be reviewed by an appropriate healthcare professional.

Urgent medical symptoms
For severe, sudden or concerning symptoms, contact 999, NHS 111, your GP or an urgent care service as appropriate.

Delivery and dispensing

Wrong, damaged or unclear medicine?

If you believe you have received the wrong medicine, incorrect strength, damaged packaging, unclear labelling or a delivery problem involving a temperature-sensitive medicine, contact us before using it where appropriate.

Keep the medicine, packaging and delivery materials until we have reviewed the concern.

Questions about your medicine?

Our pharmacy team can help with medicine appearance, storage, side effects, delivery concerns and dosage questions.

CATEGORY

TREATMENT

HELP

Your concern will be heard