Complaints policy

We always aim to go above and beyond to deliver personalised health and wellbeing services in a friendly and compassionate way. Whilst we always try our best, we realise that we don’t always get things right so we have a positive attitude to receiving your comments, suggestions or feedback and want to know about your experience in our stores. We’ll try to provide an explanation for any concern that you may have and use your feedback constructively to improve our service.

We’ll always try and meet your immediate health needs and take any necessary urgent action necessary before proceeding to try and resolve your complaint. This may mean contacting other healthcare professionals like your GP.

We treat all complaints with dignity, respect and confidentiality. We’ll only discuss confidential information to the extent that is necessary in order to resolve your complaint and ensure that if we need to discuss this with a third party, that they are authorised to speak on your behalf. In some cases, we may need to ask for written consent or permission.

We will ensure:

• Complaints are dealt with efficiently
• Complaints are properly investigated
• You are treated with respect and courtesy
• You receive, so far as reasonably practical
• Assistance to enable you to understand our procedure in relation to complaints or
• Advice on where you may obtain such assistance


• You receive a timely and appropriate response
• You are told how we are going to follow up with your complaint and the actions that we are going to take if necessary in the light of the outcome of a complaint.

• Writing to: The Customer Team, Merchants Warehouse, 21 Castle Street, Manchester M3 4LZ
• Telephone: 0333 010 2222 (Office opening hours 8:30am-6pm)
• Emailing:hello@well.co.uk
• Using our messaging service on our digital platform

If your complaint is in relation to an NHS service e.g. NHS prescription dispensing service , you may find the following information useful:

Complaints about NHS services which are made verbally and are not resolved to your satisfaction within the next working day after which the complaint was made may require further investigation. If your complaint relates to a store within:

Working days under these regulations means Mondays to Fridays which are not Christmas Day, Good Friday or Bank Holidays. The acknowledgement may be made orally or in writing via email or letter.

If our investigation is delayed or we need longer to follow up we’ll make you aware and agree a new response date.

Investigations, if necessary, are normally conducted by a member of the Regional Management Team and overseen by the Pharmacy Superintendent’s Team. The Pharmacy Superintendent’ s Team will retain records of the complaints, monitor feedback from all complaints and produce reports so that we can learn from feedback and work to improve the service we offer.

We’ll always offer an apology, if appropriate and aim to give you a full explanation and resolve the issue to your satisfaction. If you’re not satisfied with the way we handled your complaint, you can escalate your complaint to the local Primary Care Organisation or the Ombudsman: