To help us thoroughly investigate your concern, we kindly request you to provide some further information:

1. Complete Our Online Form: Please click HERE to access our detailed quality form. We ask that you fill this out providing as much detail as possible about the issue you've encountered.

2. Send Photographs and Videos: Please also attach pictures or videos of the product to the complaint form. The clearer the images and the videos, the better we can assess the issue. Try taking the pictures and videos in good lighting.

Important Information Regarding Your Medication and Complaint:

• Do Not Discard Medication: Please do not dispose of the medication. Your product may require specialist analysis to fully understand the nature of the issue and identify any potential root cause.
• Safety Precaution (Mould/Foreign Matter): If you have reported or suspect mould or foreign matter, please be aware that continued use of the product may cause harm.
• Investigation Process: Once we receive your completed form and photos, we will conduct a thorough review and then advise you on the next steps.
• Complaint Tracking: Your complaint has been logged to help us track and monitor product trends. The complaint reference number can be found in the subject of this email. Please reply within this same thread for all future correspondence regarding this complaint, to ensure better tracking of our conversations.
• Timelines and Closing Your Complaint: If we do not receive your completed Google Form within 10 days of this email, we will unfortunately close your complaint due to lack of information. However, should you wish to proceed at a later date, you are welcome to get back in touch, and we will support you as much as possible. Please be aware that a significant delay between product receipt and reporting may impact the supplier's ability to investigate effectively.

• Side Effects: If you have reported any side effects or adverse effects, one of our clinicians may call you to check. We also encourage you to inform your registered GP, as any symptoms may be unrelated to this medication and may require further investigation by your doctor.

  Important: If you experience any ongoing or harmful effects, including but not limited to vomiting, chest pain and/or shortness of breath, or hallucinations, please seek immediate medical help by calling 999 in an emergency. Depending on your symptoms, we may be required to report these to the MHRA, and we will notify you if this is the case.

  General Information: If you require medication to tide you over during this process, please discuss this directly with your prescriber.

Once we receive your completed form and photos, we will acknowledge receipt via email.