Complaints
If something has gone wrong, we want to know, and telling us will never affect the care you receive. This page explains how we handle complaints and where to go if you are not satisfied with our answer.
How to complain
Email help@yip.co.uk with "Complaint" in the subject, or call 0808 169 9594 (Monday to Saturday, 9am to 6pm). Include your order reference if you have one and tell us what outcome you are looking for.
What happens next
- We acknowledge your complaint within 2 working days.
- A named person investigates. Anything clinical is reviewed by a pharmacist independent of the original decision wherever possible.
- We aim to give you a full response within 10 working days. If it needs longer, we tell you why and when to expect our answer.
- If we got something wrong, we will say so plainly, put it right, and explain what we have changed to stop it happening again.
Escalation
If you are not happy with the first response, ask for your complaint to be reviewed by our Superintendent Pharmacist, Aisha Ismail (GPhC 2067698), who has overall accountability for the pharmacy's professional standards.
If you are still not satisfied
- General Pharmaceutical Council - the pharmacy regulator. You can raise a concern about a pharmacy or pharmacy professional at pharmacyregulation.org/raising-concerns. Our premises registration is 9012473.
- Advice on your consumer rights - Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
- Data protection concerns - the Information Commissioner's Office at ico.org.uk.
Patient safety
If your complaint involves a suspected dispensing error or a reaction to a medicine, stop taking the medicine and contact us straight away on 0808 169 9594 - and seek urgent medical advice from 111 or 999 if you feel unwell. Suspected side effects can also be reported directly to the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.