Stellar Online

Complaints Procedure

We take all complaints seriously and are committed to resolving issues promptly and fairly

Last updated: January 2026

How to Make a Complaint

If you have a complaint about our services, products, or staff, we want to hear from you. We take all complaints seriously and will investigate thoroughly.

Step 1: Contact Us

You can make a complaint by any of the following methods:

  • Email: orders@stellaronline.co.uk (please include "Complaint" in the subject line)
  • Phone: [PHONE NUMBER] (Monday to Friday, 9am - 5pm GMT)
  • In writing: Unit 8e, Duchy Business Centre, Wilson Way, Redruth TR15 3RT (mark envelope "Complaint")

Step 2: Provide Details

To help us investigate your complaint effectively, please include:

  • Your name and contact details
  • Order number (if applicable)
  • Date of the incident or issue
  • Clear description of what happened
  • What outcome you are seeking
  • Any relevant documentation (photos, emails, etc.)

Step 3: Our Response

We will acknowledge receipt of your complaint within 2 business days and provide a full response within 20 business days. If we need more time to investigate, we will keep you informed of our progress.

Response Timescales

Acknowledgment

Within 2 business days of receiving your complaint

Full Response

Within 20 business days of receiving your complaint

Complex Cases

If more time is needed, we will provide regular updates every 10 business days until resolution

Escalation Process

If you are not satisfied with our response to your complaint, you have the following options:

Internal Review

You can request that your complaint be reviewed by a senior member of our team. Please email us at orders@stellaronline.co.uk with "Complaint Review Request" in the subject line, and we will arrange for a senior review.

Escalation to GPhC

If you remain dissatisfied with our response, particularly regarding pharmacy services, professional conduct, or patient safety, you may contact the General Pharmaceutical Council (GPhC) directly.

The GPhC is the independent regulator for pharmacists, pharmacy technicians, and pharmacy premises in Great Britain. They investigate concerns about:

  • Professional misconduct
  • Patient safety issues
  • Failure to meet GPhC standards
  • Serious service failures
Contact the General Pharmaceutical Council

If you wish to escalate your complaint to the GPhC, you can contact them:

Address: 25 Canada Square, London E14 5LQ

Website: www.pharmacyregulation.org

Concerns about pharmacy services: You can raise concerns about pharmacy services through the GPhC website or by contacting them directly.

Raise a concern with GPhC

General Feedback

We welcome all feedback, both positive and negative, as it helps us improve our services. If you have general feedback (rather than a formal complaint), you can:

We appreciate all feedback and use it to continuously improve our pharmacy services and customer experience.

Related Information

For more information, please see: