Complaints Procedure

At nuPharma, we strive to deliver the highest standard of pharmacy services and customer care. However, we recognise that things can sometimes go wrong. We take all complaints seriously and view them as an opportunity to improve our service.

Our complaints procedure is designed to be fair, transparent, and thorough. All complaints are handled confidentially and will not affect the quality of care or service you receive from us.

You can submit a complaint through any of the following channels:

When making a complaint, please provide as much detail as possible, including:

• Your full name and contact details
• Your order number (if applicable)
• A clear description of the issue
• The date the issue occurred
• What outcome you are seeking

We follow a structured process to ensure every complaint is handled thoroughly:

If you are not satisfied with our response, you have the right to escalate your complaint to the appropriate external body:

We maintain a record of all complaints received, including the nature of the complaint, the investigation conducted, the outcome, and any improvements made as a result. These records are reviewed regularly by our Superintendent Pharmacist to identify trends and areas for improvement.

Complaint records are retained in accordance with our Privacy Policy and relevant pharmacy record-keeping requirements.

We would always prefer to resolve any concerns directly. If you have a question before making a formal complaint, please feel free to contact our team: