Our complaints procedure
We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure it does not happen again. If you have a complaint, it must be received in writing at our main office address.
If your complaint is concerning a pharmacy-related incident please contact our duty pharmacist in the first instance in writing at the address below:
Unit 3, Castlebridge Office Village
We aim to acknowledge all formal written complaints within two working days of receiving them and to respond substantively to all complaints within five working days of receipt.
If you feel that we haven’t resolved your complaint satisfactorily, you can contact the Veterinary Medicines Directorate at the following e-mail address: [email protected]
Please note that the VMD will only consider complaints about veterinary medicines, not about service, delivery or cost and not about non-medicinal products.