Complaints Procedure

Last updated: 29 April 2026

1. Our Commitment

Pharmacy One Stop is committed to providing a high-quality service. If something goes wrong, we want to know about it so we can put it right and learn from it.

2. How to Complain

2.1 Platform / Technical Complaints

For issues with the Pharmacy One Stop platform, billing, or technical problems:

  • Email: support@pharmacyonestop.co.uk
  • Response time: We aim to acknowledge within 24 hours and resolve within 5 working days.

2.2 Clinical / Pharmacy Service Complaints

For complaints about a clinical service, consultation, or order received through a pharmacy storefront:

  • Contact the pharmacy directly using the details on their storefront page.
  • Each pharmacy is independently registered with the GPhC and has its own complaints procedure.
  • If the pharmacy does not resolve your complaint satisfactorily, you may escalate to the GPhC.

2.3 GPhC Escalation

You can raise concerns about a pharmacy with the General Pharmaceutical Council:

2.4 Data Protection Complaints

If you are unhappy with how your personal data has been handled:

  • Email: privacy@pharmacyonestop.co.uk
  • ICO: You have the right to complain to the Information Commissioner's Office at ico.org.uk

3. What Happens Next

  1. Acknowledgement: We acknowledge your complaint within 24 hours (1 working day).
  2. Investigation: We investigate thoroughly, which may involve reviewing audit logs, consulting with the relevant pharmacy, or speaking with clinical staff.
  3. Response: We aim to provide a full response within 5 working days. Complex complaints may take up to 20 working days — we will keep you updated.
  4. Resolution: We will explain our findings, any actions taken, and what we will do to prevent recurrence.
  5. Escalation: If you are not satisfied with our response, we will direct you to the appropriate regulatory body.

4. Adverse Events

If you experience a side effect or adverse event from a medicine supplied through the Platform:

  • Contact the dispensing pharmacy immediately.
  • The pharmacy's Responsible Pharmacist will assess and, where appropriate, report via the MHRA Yellow Card scheme.
  • You can also report directly at yellowcard.mhra.gov.uk.

5. Contact

Pharmacy One Stop (TSP)
Email: support@pharmacyonestop.co.uk
Privacy: privacy@pharmacyonestop.co.uk