How can I make a complaint?

We are sorry you are not happy, and we are here to put things right.

If something hasn’t gone to plan with your order or experience, we take it seriously. Your feedback helps us improve our services.

How can I make a complaint?
You can submit a complaint by filling out our Contact Form and selecting “I would like to make a complaint” from the drop-down menu.
Alternatively, you may submit a complaint by emailing [email protected] 

Please include, where possible:

Your order number (if you have one)
A brief summary of the issue
What outcome you would like
All complaints are reviewed and managed by SwiftMedi’s clinical and governance team, under the oversight of the Superintendent Pharmacist or an appropriate senior clinical lead.

We will acknowledge your complaint within 2 working days.
We aim to provide a full response within 5 working days.

If your complaint is complex and requires further investigation, we will keep you informed of progress and provide an updated timeframe for resolution.

How we handle complaints
All complaints are recorded, investigated, and reviewed to identify any learning or service improvements.
Where appropriate, actions are taken to prevent similar issues occurring in the future.

What if you are not satisfied?
If you are unhappy with how we have handled your complaint, or if your complaint remains unresolved, you have the right to escalate your concern to our regulator, the General Pharmaceutical Council (GPhC).

You can contact the GPhC at:
www.pharmacyregulation.org
Telephone: 020 3713 8000

We know it’s frustrating when things go wrong.
Thank you for giving us the opportunity to resolve the issue.

Effective Date: July 2025
Last Updated: July 2025