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Why NewGen Pharmacy?
GPhC-registered pharmacy MHRA-regulated medicines UK-based prescribers Discreet next-day delivery NHS services available 100% confidential service GPhC-registered pharmacy MHRA-regulated medicines UK-based prescribers Discreet next-day delivery NHS services available 100% confidential service

How to raise a concern or make a complaint

We always aim to provide an excellent service. If something has gone wrong, we want to know — and we will do our best to put it right.

How to make a complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible. You can raise a concern by email, phone, or in writing.

  • Email: info@newgenpharmacy.co.uk (please mark your email 'Complaint')
  • Phone: 020 4599 5647
  • In writing: NewGen Pharmacy, 245 High Street, Stratford, London E15 2LS

Please include your full name, contact details, order reference (if applicable), and a clear description of your concern. The more detail you provide, the more effectively we can investigate.

What happens next

We take all complaints seriously and will acknowledge your complaint promptly.

  • We will acknowledge your complaint within 3 working days
  • We will investigate your complaint fully, which may involve reviewing your consultation record, prescription history, or correspondence
  • We will provide a full written response within 10 working days of receiving your complaint
  • If we need more time, we will let you know the reason for the delay and an expected resolution date

Escalation

If you are not satisfied with our response, or if you feel the complaint has not been resolved to your satisfaction, you have the right to escalate your complaint to an independent body.

  • General Pharmaceutical Council (GPhC): the regulator for pharmacy professionals and registered pharmacies. You can raise a concern at pharmacyregulation.org or by calling 020 3713 8000
  • Information Commissioner's Office (ICO): for concerns about how we have handled your personal data — ico.org.uk or 0303 123 1113
  • NHS England: for concerns relating to NHS services — contact NHS England or the Parliamentary and Health Service Ombudsman (PHSO) for unresolved NHS complaints

Our commitment

We are committed to learning from complaints and continuously improving our service. All complaints are reviewed by our Superintendent Pharmacist and are used to identify opportunities to improve patient safety and service quality.

  • All complaints are treated confidentially and in line with our Privacy Policy
  • Making a complaint will not negatively affect the care or service you receive from us