File a Complaint

Last updated: September 2026

We aim to provide a safe, professional and helpful service. If something has gone wrong, please tell us so that we can investigate it and, where appropriate, put things right.

How to make a complaint

For an online order or general Procters Health enquiry, contact:

Email: info@procters.com
Telephone: 01323 431998

For a complaint about a specific pharmacy, you can contact that branch directly:

Please include enough information for us to understand what happened, including your name and contact details, the pharmacy or online order involved, relevant dates and, if applicable, your order number.

What happens next

We aim to acknowledge complaints within 3 working days. We will investigate fairly and keep you informed. We aim to provide a full response, or a clear update where more time is needed, within 10 to 20 working days.

Complaints about NHS pharmacy services

For complaints about an NHS pharmacy service, you may complain directly to us or to the responsible NHS commissioner. If you complain to us, our final response will explain any further route available if you remain dissatisfied.

For NHS pharmacy services in Sussex, the current commissioner is NHS Surrey and Sussex Integrated Care Board:

Email: sxicb.complaints@nhs.net
Telephone: 0300 140 9854
Post: Complaints Team, NHS Surrey and Sussex Integrated Care Board, Sackville House, Brooks Close, Lewes, East Sussex, BN7 2FZ

If you remain dissatisfied

For an NHS complaint, once local resolution is complete and you have received a final response, you may be able to ask the Parliamentary and Health Service Ombudsman to review the complaint.

Visit the Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033

If your concern is about whether a pharmacy professional or registered pharmacy is meeting professional or regulatory standards, you can raise it with the General Pharmaceutical Council (GPhC). The GPhC is not a general customer complaints service and does not resolve ordinary disputes about refunds, customer service or compensation.

Information about reporting a concern to the GPhC

Independent advocacy services may also be available to help you make an NHS complaint.

Our commitment

We use complaints and feedback to identify where we can improve our services, procedures and staff training.