Complaints procedure

Last updated: 2 September 2026

1. How to raise a complaint

Email: pharmacy@longevagroup.com
Telephone: +44 1524 963063 (Monday to Friday, 9:00am to 5:00pm)
Post: Longeva Pharma, Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG, United Kingdom.

Please provide your name and contact details, order number where relevant, a clear description of the issue, relevant product and batch information and the outcome you are seeking.

2. How we handle complaints

We will acknowledge a complaint promptly and identify the person or team responsible for reviewing it. We will investigate fairly, keep you informed where further time or information is required and provide a reasoned response.

Where we identify an error, safety concern or service failure, we will explain the action taken and any appropriate remedy.

3. Pharmacy-service complaints

Complaints concerning dispensing, prescriptions, pharmacy services or professional pharmacy matters will be handled within our pharmacy governance process and may be reviewed by the Superintendent Pharmacist.

Longeva Pharma is registered with the General Pharmaceutical Council under registration number 9012378. Information about raising a concern with the GPhC is available at pharmacyregulation.org.

4. Product quality, safety and adverse reactions

Contact us immediately if a complaint concerns suspected tampering, contamination, a product-quality defect, incorrect labelling, a temperature excursion, a recall or another safety concern. Retain and quarantine the product and all packaging and do not use, return or dispose of it unless instructed.

Suspected adverse drug reactions may also be reported through the MHRA Yellow Card scheme. Reporting to the MHRA does not replace notifying Longeva Pharma about goods we supplied.

5. Delivery, returns and payments

Delivery and product claims are assessed under our Shipping and Delivery Policy, Returns and Refunds Policy and Terms and Conditions of Sale.

6. Data-protection complaints

If a complaint concerns personal information, contact us first so that we can investigate. You may also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

7. Continuous improvement

Complaints and safety concerns may be recorded and reviewed as part of our quality, pharmacy-governance and service-improvement processes.

Longeva Limited trading as Longeva Pharma
Company number: 17217141
VAT number: GB525545586.