Make a
complaint.

Send your complaint

Contact Healthlink Pharmacy through the portal, email orders@healthlinkpharma.com, or select Complaint in the contact form.

Include your name, order reference if relevant, what happened and when, and what you would like us to address. Please use the portal for medical documents or other sensitive details.

How we review it

The pharmacy acknowledges your complaint, reviews the relevant information and may contact you for clarification. A pharmacist is involved when the concern relates to medication or dispensing.

We explain the findings and any proposed action in our response. If the review needs more time or information, we will let you know. The portal accepts messages at any time; this is not a guarantee of an immediate review.

Medication safety concerns

Make it clear if the complaint concerns a possible dispensing error, damaged medication or a storage-temperature problem. Keep the medication and packaging and ask the pharmacy or prescriber for advice before using a product that may be affected.

For a suspected side effect, see Pharmacovigilance. Do not wait for the complaints process if you need urgent medical help.

When you disagree with the response

Reply to the response and explain which part remains unresolved. You can ask for a further review by the pharmacist responsible for the service.

You may also have the right to an independent complaints body, a regulator or a court, depending on the service and applicable law. Ask us for the appropriate contact details. Using this procedure does not require you to give up any other right or remedy.

Complaint records

We use the information you provide to investigate the complaint and follow up on any action. The Privacy Policy explains the handling of enquiry and complaint information. Please do not include another person’s medical details unless you are authorised to act for them and the information is needed.