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Have a complaint? We are here to put it right

We want every experience with FROM MARS to be a good one, but we know we do not always get it right. If something has gone wrong, tell us. Every concern, complaint and compliment helps us improve the care we give.

Making a complaint will never affect your care or treatment, and it will be handled in confidence.

01

Talk to us first

Most problems can be sorted quickly. Get in touch with our customer care team and we will try to resolve it straight away.

Mon to Fri 09:00 to 18:00. Weekends 12:00 to 18:00.

02

Make a formal complaint

If talking to us has not resolved things, or your concern is serious, make a formal complaint using the form below. Please give as much detail as you can, including which part of our service it relates to.

Go to the complaint form

What happens next

  1. 01

    We log it

    Your complaint goes straight to our complaints lead. Clinical and pharmacy complaints are overseen by our Superintendent Pharmacist.

  2. 02

    We acknowledge it

    We will confirm we have received your complaint within 3 working days and explain what happens next.

  3. 03

    We investigate

    We look into what happened, speaking to the people involved. We aim to send you a full response within 20 working days, and will keep you updated if it is going to take longer.

  4. 04

    We put it right

    Our response sets out what we found, an apology where we got something wrong, and what we are changing so it does not happen again.

Submit your complaint

Please raise your complaint as soon as possible, ideally within 12 months of what happened or of when you became aware of it. If you are complaining on behalf of someone else, we will need their consent.

Up to 5 files, PDF or photos (JPG, PNG, WebP, HEIC), 10 MB each and 20 MB in total.

Still not happy?

If you are not satisfied with our final response, or with how your complaint was handled, you can raise a concern with the General Pharmaceutical Council (GPhC), the independent regulator for pharmacists, pharmacy technicians and pharmacies in Great Britain.

Raise a concern with the GPhC

Who is responsible for your care

Registered pharmacy

Valley Pharmacy (1036485)
209 Chipstead Valley Road, Coulsdon, Surrey CR5 3BR

Superintendent Pharmacist

Amish Patel (GPhC Registration Number: 2042705)

Write to us

Complaints, FROM MARS
c/o Infohealth Ltd, 28 Chipstead Valley Road, Coulsdon, Surrey CR5 2RA

FROM MARS is operated by Infohealth Ltd, registered in England and Wales, company number 04004930. Prescriptions are issued by GPhC-registered pharmacist independent prescribers. About us