Complaints Procedure

Last updated: 16 July 2026

We work hard to get things right, and when we don't, we want to know. Complaints are taken seriously, handled fairly, and used to improve our service. This procedure explains how to raise a complaint, what happens next, and where you can go if you're not satisfied with our response.

1. How to make a complaint

Email us at hello@joinnume.co.uk with the subject line "Complaint". To help us investigate quickly, please include:

Your full name and the email address on your account.
Your order number, if your complaint relates to an order.
What happened, when, and how it affected you.
What outcome you're looking for.

Please don't include detailed medical information in your first email. If your complaint involves clinical matters, we'll move the conversation to the secure messaging in your account.

You can also ask someone to complain on your behalf, such as a family member or advocate. For confidentiality, we'll need your written permission before we can discuss your care with them.

2. What happens next

Acknowledgement within 2 working days. We'll confirm we've received your complaint and tell you who is handling it.
Investigation. Your complaint is reviewed by an appropriate senior member of our team. Complaints involving clinical care or dispensing are reviewed under the oversight of our Superintendent Pharmacist, Mahommed Zunaid Ayub Patel (GPhC No. 2217101).
Full response within 14 working days. We'll explain what we found, what we're doing about it, and any remedy we're offering. If the investigation is complex and needs longer, we'll tell you why and keep you updated, and we will always respond within 28 working days.

3. If you're not satisfied with our response

Tell us. Reply to our response and your complaint will be escalated for a final review by our Superintendent Pharmacist (or, where they were involved in the original decision, another senior clinician not previously involved). We'll send you our final response within 10 working days of escalation.

4. Taking your complaint further

If you remain dissatisfied after our final response, or at any point, you can raise your concern with the relevant external body:

General Pharmaceutical Council (GPhC) — the regulator for pharmacies and pharmacy professionals in Great Britain. The GPhC does not resolve individual consumer disputes, but investigates concerns about patient safety and professional standards. www.pharmacyregulation.org.
Medicines and Healthcare products Regulatory Agency (MHRA) — for concerns about a medicine itself, including suspected side effects (via the Yellow Card scheme at yellowcard.mhra.gov.uk) or suspected defective medicines.
Information Commissioner's Office (ICO) — for concerns about how we've handled your personal data. ico.org.uk. Our ICO registration number is ZB897471.
Citizens Advice — for free, independent guidance on your consumer rights. www.citizensadvice.org.uk.

5. What we do with complaints

Every complaint is logged, and outcomes are reviewed as part of our clinical governance procedures. Where a complaint identifies something we can improve, we change it. Raising a complaint will never affect the care you receive from us.

6. Urgent safety concerns

This procedure is for complaints, not emergencies. If you have an urgent concern about your health or a medicine you have taken, contact our clinical team through your account, call 111 for urgent advice, or 999 in an emergency. Safeguarding concerns can be raised under our Patient Safety & Safeguarding Policy.