At Medicine Marketplace, we are committed to providing safe, professional, and high-quality pharmacy services. We value all feedback and take complaints seriously, as they help us improve our services and patient experience.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and resolve the matter fairly and promptly.
We welcome compliments and positive feedback too. If you have been pleased with the service you have received or if you believe a member of our team has provided exceptional service, please let us know. Your comments help us recognise good practice and continue improving and developing our services.
Raising a Complaint
Complaints can be submitted using one of the following methods:
Email: complaints@medicinemarketplace.com
Online Contact Form: https://forms.medicinemarketplace.com/251345635207050
Telephone: 0330 175 5747
Post: Medicine Marketplace
Moor Park Avenue
Preston
PR1 6AS
When contacting us, please provide:
- Your full name
- Order number (if applicable)
- Contact details
- A clear description of your complaint
- Any supporting evidence, photographs, screenshots, or correspondence relevant to the complaint
Customer Feedback Procedure
What Happens Next?
Stage 1 – Acknowledgement
*We aim to acknowledge all complaints within 3 working days of receipt
*We may contact you for additional information if required to fully investigate your concerns.
Stage 2 – Investigation
*Your complaint will be reviewed by an appropriate member of our management or pharmacy team.
*Depending on the nature of the complaint, this may include:
- Reviewing consultation records
- Reviewing dispensing and prescribing records
- Reviewing delivery and tracking information
- Reviewing communication logs
- Reviewing CCTV, packing records, or audit trails where available
- Liaising with healthcare professionals, couriers, manufacturers, or third parties where necessary
We aim to complete most investigations within 20 working days.
Complex complaints may take longer. If this is the case, we will keep you informed of progress.
Stage 3 – Outcome
Once our investigation is complete, we will provide a written response outlining:
- Our findings
- Any actions taken
- Any learning or improvements identified
- Details of any further escalation options available to you
Delivery and Courier Complaints
Where a complaint relates to delivery, loss, damage, or non-receipt of medication, additional evidence may be required.
This may include:
- Photographs of packaging
- Photographs of products received
- Completion of a denial of receipt form
- Confirmation of delivery details
Where investigations involve Royal Mail or another courier, resolution times may depend on the courier’s investigation process.
Please note that we cannot always provide an immediate refund or replacement while an active courier investigation is ongoing.
Clinical Complaints
If your complaint relates to:
- Prescribing decisions
- Eligibility for treatment
- Clinical assessments
- Medical advice
- Pharmacy services
The complaint may be reviewed by a pharmacist, prescriber, or appropriate healthcare professional as part of the investigation.
Our clinical decisions are made in accordance with professional standards, patient safety requirements, prescribing guidelines, and company policies.
Unacceptable Behaviour
We understand that patients may be frustrated when raising concerns. Our team will always aim to remain professional, courteous, and respectful.
In return, we ask that all communication remains respectful.
We reserve the right to restrict or terminate services where staff are subjected to:
- Abusive language
- Threatening behaviour
- Harassment
- Discriminatory behaviour
- Repeated vexatious or unreasonable complaints
This will not affect our obligation to investigate legitimate concerns or complaints.
If You Remain Dissatisfied
If you remain unhappy after receiving our final response, you may contact the relevant regulatory body.
General Pharmaceutical Council (GPhC)
For concerns regarding pharmacy services:
General Pharmaceutical Council (GPhC)
Information Commissioner’s Office (ICO)
For concerns relating to data protection or privacy:
Information Commissioner’s Office (ICO)
Care Quality Commission (CQC)
If your complaint relates to a regulated healthcare service:
Care Quality Commission (CQC)
Continuous Improvement
All complaints are reviewed as part of our clinical governance and quality assurance processes. We use feedback to identify trends, improve patient safety, enhance our services, and support staff training and development.
We appreciate the opportunity to address concerns and improve the care and service we provide to our patients.
Last Updated: June 2026
Review Date: June 2027
Document Owner: Shameela Adam, Superintendent Pharmacist, Medicine Marketplace
