Feedback & Complaints

At Guild Pharma, your experience matters. We are dedicated to delivering safe, professional, and high-quality care — and your feedback plays a vital role in helping us maintain that standard. Whether you’re sharing a positive comment or raising a concern, we welcome your voice and are committed to responding appropriately and fairly.

How to Submit Feedback or a Complaint

We encourage you to get in touch with us as soon as possible. You can share feedback or raise a concern in the way that’s most convenient for you:

Through our website’s contact form
By emailing our support team at support@theguildpharma.co.uk
Writing to us at Guild Pharma, A14, Parallels, The Collective Old Oak, London, NW10 6FF
Over the phone
Or by speaking directly with one of our pharmacy team members

What Happens Next

1. Acknowledgement
Once we’ve received your message, we’ll confirm it within 2 working days. We may ask for a little more information to help us fully understand the situation.

2. Review & Investigation
Your concern will be carefully reviewed by the appropriate member of our team. We’ll investigate the matter thoroughly and confidentially, and involve relevant team members where necessary.

3. Keeping You Informed
We’ll keep you updated throughout the process and let you know if we require additional time to complete our review. Transparency is important to us.

4. Outcome & Resolution
Once our investigation is complete, we’ll share the outcome with you, including any action we’ve taken to resolve the issue or improve our services. If we’re unable to meet your expectations, we’ll explain why and discuss next steps.

5. Closing the Loop
If you're satisfied with the resolution, we’ll consider the matter closed. We may invite you to share feedback on how we handled your concern to continue learning and improving.

Need to Escalate?

If you're unhappy with how your complaint was handled or resolved, you’re welcome to escalate the matter. We’ll provide you with the appropriate contact information for a senior team member or manager.

Your Privacy Matters

All feedback and complaints are handled in line with our Privacy Policy. Your personal details will be treated with care, confidentiality, and in accordance with data protection laws.