Complaints Policy

FCL Chemist is committed to providing high quality care for our patients and customers.  We ensure that each complaint is properly investigated in an unbiased and non-judgemental manner.

We aim to deal with complaints in the following manner.

  1. Openness and Honesty – An easy and transparent process readily followed and understood by all those involved in a complaint
  2. Evidence based investigation and report, with a consistent approach to the complaint process
  3. Reasonable and balance approach
  4. Respond within an agreed timeframe and to communicate any delays as quickly as possible
  5. Provide support and guidance throughout the complaints process.
  6. Identify the causes of complaints and make sure that is addressed to prevent repeat occurences

All formal written complaints will be acknowledged and responded to within 5 working days.  To make a complaint please send an email to

If you feel that the complaint has not been dealt with in a satisfactory manner, you should contact the General Pharmaceutical Council

Your personal medical information and orders are subject to the General Data Protection Regulation. ( GDPR EU 2016/679). FCL Chemist has a legal obligation to comply with this legislation and will never disclose or share this data unless obliged to by law

For reasons of safety and liability, we cannot accept medicines returned to FCL Chemist once they have left the pharmacy. If you have unwanted medicine, please take it to a local pharmacy for safe disposal.

For orders that are to be delivered by post, you can cancel an order for medicines up until the point when your medicine is dispatched. This can be done by sending an email to

About Us
Gary Choo Superintendent Pharmacist
GPhC Number 2030022

Gary is a qualified pharmacist with 30 years or experience in the industry. He started out by managing community pharmacies in Yorkshire. Progressed to working for pharmacy chains in London and Nottingham. He is now responsible for delivering pharmacy services at FCL Chemist.

Jonty Kaulder
Operations Manager

Jonty joined FCL Chemist with a sound knowledge of digital marketing and supply operation. He has operational experience in delivering excellent services using online delivery .