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Complaints procedure

We take every concern seriously and aim to put things right quickly and fairly.

Health. Care. Convenience.

We want every patient to have a good experience at LoveMyLife. If something has gone wrong, or you are unhappy with any part of our service, please tell us. We treat every complaint seriously, in confidence, and we learn from it to improve our service. This includes any concern about sexual safety.

How to make a complaint

You can reach us in any of these ways:

  • Email: [email protected]

  • Post: LoveMyLife Ltd, Zone 1, 2 Pensbury Street, London SW8 4TJ

  • In person: speak to any member of our team at Unit 2023, The Healthcare Village, Westfield London, Ariel Way, London W12 7SL

  • Reasonable adjustments: if you need help, call 020 7971 1333 and a member of staff can take your complaint or help you put it in writing

Please include your name, contact details, the date and nature of your concern, and the outcome you are hoping for. If you would like someone to act on your behalf, we will need your written consent. The procedure is available in Braille on request.

What happens next

Stage 1. We acknowledge your complaint within 3 working days. The Registered Manager, Dr Seth Rankin, looks into it, and we send a full written response within 20 working days. If your complaint is complex and will take longer, we tell you why and let you know when to expect our reply. If you complain in person, we record it in writing within 3 working days and acknowledge it within 5 working days.

Stage 2. If you are not satisfied with our Stage 1 response, you can ask us to review it. We will look again at how your complaint was handled and send you a further written response, with the same 3 working-day acknowledgement and 20 working-day response times.

Complaints about pharmacy services are handled by the Superintendent Pharmacist, Sabina Yasmin Islam.

If you are still not satisfied

If we have not resolved your complaint, you can contact the relevant independent body: