PrimeLife is committed to providing a high standard of clinical care and service. Your feedback helps us to improve. If something has not met your expectations, we want to hear about it so we can put it right.
This page explains how to share feedback, how to raise a formal complaint, and what to do if you feel your complaint has not been resolved to your satisfaction.
1. Sharing Feedback
We welcome all feedback — positive or negative. If you have had a good experience with PrimeLife, we would love to hear from you. If something has not gone as expected, please tell us. All feedback is reviewed and used to inform the ongoing improvement of our services.
You can share feedback by:
- Using the contact form on our website
- Emailing our team directly using the email address provided on our website
- Leaving a review through our verified review platform
2. How to Raise a Complaint
If you are unhappy with any aspect of the service you have received — including the clinical care, the dispensing of your medication, a delivery issue, or the conduct of any member of our team — you have the right to make a formal complaint.
To raise a complaint, please contact us in writing using one of the following methods:
- Online: Contact form on our website
- Email: Use the email address provided on our contact page
- Post: Write to Wellness Pharmacy, the address for which is available on our contact page
When raising a complaint, please include the following information where possible:
- Your full name and contact details
- Your patient account email address or order reference number
- A clear description of your complaint and the date or dates it relates to
- The outcome you are seeking
3. How We Handle Complaints
We take all complaints seriously and will handle yours fairly, transparently, and without bias. Our complaints process is as follows:
- Acknowledgement: We will acknowledge receipt of your complaint within three working days.
- Investigation: We will investigate your complaint thoroughly, which may involve reviewing your clinical records, consultation notes, and any relevant correspondence.
- Response: We aim to provide a full written response within twenty working days of receiving your complaint. If we require more time, we will contact you to explain why and provide an updated timescale.
- Resolution: Our response will explain our findings, any action we have taken or will take, and what steps we have put in place to prevent a recurrence where appropriate.
All complaints are handled confidentially. Raising a complaint will not affect the quality of care or service you receive from PrimeLife.
4. If You Are Not Satisfied With Our Response
If you have completed our internal complaints process and remain dissatisfied with the outcome, you have the right to refer your complaint to an independent external body. The relevant organisations depend on the nature of your complaint.
General Pharmaceutical Council (GPhC)
The GPhC is the regulator for pharmacists, pharmacy technicians, and registered pharmacies in Great Britain. If your complaint relates to the professional conduct of a pharmacist, the dispensing of medication, or the standards of our registered pharmacy, you can raise a concern with the GPhC.
- Website: pharmacyregulation.org/raising-concerns
- Telephone: 020 3713 8000
Healthcare Inspectorate Wales (HIW)
Healthcare Inspectorate Wales is the independent inspectorate and regulator of healthcare in Wales. If your complaint relates to the quality or safety of healthcare services provided to you by PrimeLife, you may contact HIW.
- Website: hiw.org.uk
- Telephone: 0300 062 8163
- Email: hiw@gov.wales
Information Commissioner’s Office (ICO)
If your complaint relates to how we have handled your personal data, and you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office.
- Website: ico.org.uk
- Telephone: 0303 123 1113
5. Responsible Pharmacist
Wellness Pharmacy operates under the supervision of a GPhC-registered superintendent pharmacist who is responsible for the safe and effective running of the pharmacy. If you wish to direct a concern specifically to the superintendent pharmacist, please indicate this when you contact us and your complaint will be routed accordingly.
Our GPhC registered pharmacy number is available on our website and on all prescription labels and dispensing documentation.
6. Learning From Complaints
All complaints received by PrimeLife are reviewed as part of our clinical governance process. We use feedback and complaint data to identify trends, improve our processes, and maintain the standards of care we expect of ourselves. Where a complaint identifies a systemic issue, we will take steps to address it and document the action taken.
7. Contact Us
To share feedback or raise a complaint, please contact us using the details on our website. If you would like to speak with someone directly, you can request a callback via the contact form.
This Feedback and Complaints Policy was last updated in May 2026.