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 in receiving your feedback, comments, concerns or complaints 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.