Suite 13 QMB Innovation Centre, 42 New Road, London E1 2AX | Phone +44 (0) 20 7637 1055 | Fax +44 (0) 20 7636 5778

Terms & Conditions

Regulatory Information

The London Specialist Pharmacy is regulated by the General Pharmaceutical Council (, registration number 1117365. Its activities are also subject to the governance and standards of the Medicines and Healthcare Products Regulatory Agency (MHRA).

Service Levels

We aim to dispense all medication as soon as possible once payment has been received. Lead times are heavily dependent on how busy we are and may be extended during Christmas and holiday periods. We will confirm a likely dispensing date to you at the time of payment. Please note that delivery times are in addition to our dispensing time.

Refunds Policy

Once a medication has been dispensed, we are unable to provide you with a refund or to accept returned medication. It is our policy never to re-use medications that have been dispensed.

Prescription Policy

We only compound medication when both a prescription has been received and payment has been made. It is essential that we have the original, signed prescription before medication can be dispensed.

When an emergency situation arises and the prescribing doctor cannot be contacted, the pharmacist may decide to dispense medication in the absence of a prescription. It is essential that a prescription is received as soon after dispensing as is possible.

Data Protection Policy

All personal and confidential information held by the London Specialist Pharmacy is protected in accordance with the requirements of the Data Protection Act 1998.

Under the Data Protection Act you are entitled to receive a copy of your medical records. Any applications should be made in writing and addressed to the Pharmacy Manager.

Complaints Procedure

As a patient of the London Specialist Pharmacy, you are entitled to make an official complaint if you are not satisfied with the product or service that you have received. The time limit for initiating a complaint is within 6 months of the event or 6 months from the date in which you became aware of the cause for complaint, provided this is no more than 12 months after the event.

All complaints will be investigated thoroughly, fairly and quickly to resolve your dissatisfaction with the service or product and where necessary, to improve the quality of the service or product provided.

Complaints should be made in writing and addressed to the Pharmacy Manager, Suite 13, QMB Innovation Centre, 42 New Road, E1 2AX. You will receive an acknowledgement within five working days of receipt of your complaint, unless a full reply can be sent within that time.

Our aim will be to let you have a full response within 20 working days, or where the investigation is still in progress, a letter explaining the reason for the delay. If you are not satisfied with our response, you have 28 days in which to appeal. If we do not hear from you within this time, we will deem the matter concluded and that you agree with our decision.