Help Centre

Unfortunately, we are not able to accept returns or cancellations of any prescription products which you have decided you no longer wish to keep.

If your prescription occurs to be the wrong medication, or if it is defective, or if you have any other questions, please contact our pharmacy on 020 7538 4139. We will try our best to serve you right!

No. We may only approve requests directly from the user who must be over the age of 18.

We will conduct a review each time you request any treatments. We assume the demographic information such as your name, date of birth, gender etc haven’t changed. You will be required to fill in the condition-specific questions. This is with your safety in mind as clinical details might have changed in the meantime.

Our payments cover the expense of medications and the private prescription. It will not be feasible to give you a prescription that you can carry anywhere.

Yes, this is available at your request.

Until you have granted us your permission to do so, we will not share any information with your GP.

No, we do not have any NHS medical records. We do not have access to your NHS Medical Records. Therefore, it is important that you respond as thoroughly and as truthfully as possible to all consultation queries.

After choosing your treatment and completing the consultation form, you will be prompted to complete the transaction by making the payment. We should stress, this is only a pre-approval stage. We only take money from your account if the doctor has approved the prescription.

Your online assessment will be carefully examined by one of our licensed clinicians, they will make a professional opinion about whether or not prescribing treatment for you is suitable. If they are of the opinion that the requested treatment is not suitable for you:

• They may suggest an alternative treatment
• They may ask to speak to you for a phone consultation to obtain more information
• They may reject the request and no appropriate alternative treatment is available

We’ll let you know and you won’t be charged for the service. Where necessary, we’ll let you know why the consultation wasn’t accepted.

There is no need for any appointments. We are here to serve you 24/7. Moreover, you can complete your appointment at any time that is the most suitable for you.

We have a simple 3-step procedure to guarantee that every treatment order is confidential, correct and the medication is delivered to you in a secure manner.

• Step 1: Choose your treatment and complete our online medical consultation
• Step 2: Our doctors will review the consultation and if appropriate prescribe the requested medication
• Step 3: The pharmacy receives the prescription, dispenses and delivers it to you.

More information on this can be found on our ‘How it works’ page.

Indeed, our company is operated under all of the legislative requirements of the United Kingdom. All of our doctors are licensed with the General Medical Council (GMC), and the General Pharmacy Council (GPhC) licenses our pharmacists.

We have strict governance policies which are routinely reviewed to ensure safe practice. Our Doctors follow the latest treatment guidance from organisations such as NICE. Our doctor will only issue a prescription if it is safe for you, this is after assessing your online medical consultation.

To achieve the best treatments, please always complete the online medical consultation as accurately as possible. Our pharmacy is licensed and regulated by the Medical and Healthcare Products (MHRA) and the General Pharmaceutical Council (GPhC).

Unfortunately, we are not able to accept returns or cancellations of any prescription products which you have decided you no longer wish to keep.

If your prescription occurs to be the wrong medication, or if it is defective, or if you have any other questions, please contact our pharmacy on 020 7538 4139. We will try our best to serve you right!

Your treatment is delivered in secure non-identifiable discreet packaging.

We will conduct a review each time you request any treatments. We assume the demographic information such as your name, date of birth, gender etc haven’t changed. You will be required to fill in the condition-specific questions. This is with your safety in mind as clinical details might have changed in the meantime.

Our payments cover the expense of medications and the private prescription. It will not be feasible to give you a prescription that you can carry anywhere.

After choosing your treatment and completing the consultation form, you will be prompted to complete the transaction by making the payment. We should stress, this is only a pre-approval stage. We only take money from your account if the doctor has approved the prescription.

Unfortunately, we are not able to accept returns or cancellations of any prescription products which you have decided you no longer wish to keep.

If your prescription occurs to be the wrong medication, or if it is defective, or if you have any other questions, please contact our pharmacy on 020 7538 4139. We will try our best to serve you right!

Your treatment is delivered in secure non-identifiable discreet packaging.

Unfortunately, we are not able to accept returns or cancellations of any prescription products which you have decided you no longer wish to keep.

If your prescription occurs to be the wrong medication, or if it is defective, or if you have any other questions, please contact our pharmacy on 020 7538 4139. We will try our best to serve you right!

To raise a concern that you have, please contact a member of our customer care team and we will try our best to resolve your concern as quickly as possible. You contact us via:

• Phone: 020 7538 4139 (9am-5pm Monday till Friday)
• Email: [email protected]

If we’re unable to resolve your concern, or you’re unhappy with our response, we can register your concern as a complaint.

To make an official complaint you should contact the Customer Support, management team. You can do this in any of the following ways:

• Phone: 020 7538 4139 (9am-5pm Monday till Friday)
• Email: [email protected]
• Post: Complaints Manager, Unit 1, 223 East India Dock Road, Poplar, London E14 0ED

We take complaints very seriously, and aim to deal with issues promptly and in a caring and sensitive way. If we make a mistake, we learn from it and make sure it will not happen again.

You can rest assured, we treat you any differently as a result of you making a complaint. All our complaints records are kept confidentially and separately from your treatment file.

In your complaint, you should include how you’d like us to respond back to you. We can send you an email to your account email address, a letter to your home address or call you.

We guarantee the security of all messages sent through your online account. However, if you would prefer us to respond using a different method, such as post, make sure you’re comfortable with the security of such communication.

We will do everything possible to address and resolve any complaints we have received. Please note if a complaint is raised more than 6 months after the transaction, these are difficult for us to resolve.

We’ll let you know we’ve received your complaint within 5 working days. Your complaint will then be given to the most appropriate Customer Support manager to investigate.

Once the investigation is complete the Customer Support manager will send you a full response within 30 working days. If your case requires more time, they will update you on the investigation’s progress and propose a new deadline for their response.

If you’re unhappy with the investigation or response, let the Customer Support manager dealing with your complaint know and it will be passed to a member of the senior management team. You’re welcome to do this at any time, but we cannot guarantee that we’ll be able to resolve the complaint if it’s more than 6 months after your initial response from AccessDoctor.

Once the senior management team member has been given your complaint, they’ll let you know they’ve received it within 5 working days, and send an official response within 30 working days. You’ll receive a full response or an update on the investigation’s progress with a new proposed deadline of response.

If you still feel that we’ve been unable to resolve your complaint then we’ll invite you to contact the Independent Sector Complaints Adjudication Service (ISCAS).

You can contact them in the following ways:

• Phone: 020 7536 6091
• Email: [email protected]
• Post: ISCAS, 70 Fleet Street, London EC4Y 1EU

AccessDoctor will ensure that all documentation is made available to ISCAS once we have your permission to do so.

In order to complain on behalf of someone else, you’ll need the patient’s written consent. This is because all of our patient’s medical records are entirely confidential.

The patient will need to send a signed letter (via post or as a scanned document attached to an email) that confirms their consent for the complaint to be investigated. We’ll match the signature on the letter to that on the copy of the patient’s ID held by us.