You can make a complaint by any of the following methods. When you contact us, please provide your nameand contact details, your order number (if applicable), and a detailed description of the complaint.
•By phone: call our pharmacy team on 0116 507 0486.
•Online: submit a message through our contact page.
•In person: speak to a member of our pharmacy team.
Complaints procedure
How to raise a complaint with us, what happens next, and how to escalate it.
Last updated 1 July 2026At YourMedicals, we are dedicated to ensuring the satisfaction of our patients and customers. If you encounter any issues, we have a comprehensive complaints procedure to address your concerns promptly and fairly.
How to make a complaint
Purpose and scope
This policy sets out how YM Pharma Group Ltd manages and responds to complaints, in accordance withthe Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.The aim is to ensure all complaints are handled fairly, transparently and promptly, with learning outcomesused to improve the quality of our services. It applies to complaints about the services we provide, andcovers how patients may escalate a complaint if they remain dissatisfied after our internal process.
How we handle complaints
Acknowledgement
We acknowledge all complaints within 1 working day of receipt.
Investigation
The complaint is investigated by the Superintendent Prescriber, who may contact you for additional details.
Response
A full written response is provided within 3 working days. If the investigation takes longer, we will keep you informed of progress.
Resolution
We aim to resolve all complaints promptly and take corrective action where appropriate, explainingthe issue and the steps taken to put it right.
Escalation
If you remain dissatisfied with the outcome, you may escalate the complaint using the routesbelow.
Learning and improvement
We treat all complaints as opportunities to learn and improve. Every complaint is logged and reviewed to identify potential service improvements, staff training needs or system changes, and to monitor the types of issues raised and the time taken to resolve them.
Escalating your complaint
You have the right to choose whether to contact YourMedicals directly or to complain to the commissioner. You may raise your concern with the Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB):
•Telephone: 0116 295 7572
•Website: LLR ICB complaints process
If you remain dissatisfied after our internal process, you may refer the complaint to the Parliamentary and Health Service Ombudsman (PHSO) via
You may also contact our regulator, the General Pharmaceutical Council, for further support:
•General Pharmaceutical Council, 25 •Canada Square, London E14 5LQ
Telephone: 020 7735 9141
•Website: www.pharmacyregulation.org
Need to raise a concern?
Speak to our pharmacy team — we're here to help with anything on this page or your order. You can also raise a formal concern via our complaints procedure.