Make a complaint

We’re here to put it right

When you choose Direct Care, you’re trusting us with products that matter to your daily life.
We don’t take that trust lightly. If we’ve made a mistake—whether it’s a delayed delivery,
a missing item, or a service that fell short of what you expected—we want to know about it.
Your time is valuable, and we understand how frustrating it can be when things don’t go as planned.

This page explains exactly how to raise a concern with us, what information helps us resolve it quickly,
and what you can expect at each stage. Every complaint we receive is reviewed carefully, and the feedback
we gather is used to improve our processes, so the same issues don’t happen again.

What can you complain about

• A service experience that feels below standard
• An order issue (missing item, wrong item, damaged item)
• A delivery issue (late, incomplete, tracking concern)
• A website or checkout issue
• A concern about how we handled communication or a decision

If you want a return or refund, it often sits under a returns route rather than a complaint.
If you still want to complain, you can.

What to include (so we can act quickly)

• Your full name and best contact details
• Order number (if it relates to an order)
• A short timeline: what you ordered, what happened, when it happened
• Photos of the item, packaging, labels, or damage (if relevant)
• Screenshots (if it relates to the website)
• The outcome you want (replacement, refund guidance, correction, explanation)

Step 1: Contact Direct Care Customer Support

Start here. Most issues resolve at this stage.

• Email: [email protected]
  Any complaint that may need pharmacist input please email our superintendent pharmacist directly [email protected]

• Phone: +44 121 661 6357 / +44 121 461 6835

What happens next: we review your message, request any missing details once,
then confirm the next step in plain English.

Step 2: Make it a Formal Complaint (Manager Review)

If the first response does not resolve your concern, reply to the same email thread and write
‘Formal complaint review’ in the subject line.

Include:

• What part of the response you disagree with
• Any new evidence (photos, screenshots, order details)
• What outcome you want now

What happens next: a different member of the team re-checks the case,
including order records and prior messages, then sends a final written response.

Step 3: If your complaint relates to personal data

If your complaint is about how we handled your personal information, contact us at [email protected].

If you remain unhappy after our response, you can raise the issue with the UK data regulator (ICO),
as referenced in our privacy policy

Our commitment to you

When you complain, we promise to:

• Listen carefully and treat you with respect throughout the process
• Ask only for the information we genuinely need to investigate your case
• Explain our decisions clearly and outline practical options for resolution
• Use your feedback to improve our service and prevent similar issues in the future

General Support: Contact Us

Customer Service Line: +44 121 661 6357 / +44 121 461 6835

Website: https://www.direct-care.co.uk

We appreciate your patience and understanding, and we’ll do our best to resolve your concerns as quickly as possible.