Complaints
How to raise a complaint
This page explains how to complain about the LAB MOON service. It is a service-policy statement, not a statutory deadline and not a ruling by a regulator.
How to complain
Please contact LAB MOON first and tell us what happened, when it happened, and what you would like us to review. You can use the routes on our contact page. You do not need to be signed in.
A public telephone number has not been published.
Open a support email draftWe have not published fixed public opening hours. A support colleague will confirm timing when you get in touch.
Acknowledgement times
We aim to acknowledge a complaint within three working days. That is a service aim, not a legal time limit and not a decision by the General Pharmaceutical Council.
If the Terms of service set a different complaints process, those Terms take precedence over this page.
If you remain unhappy
If we cannot resolve a serious concern about pharmacy care or patient safety, you may report it to the General Pharmaceutical Council. The GPhC is not a general customer-service complaints body and does not decide refunds, stock or delivery disputes.
Use the official GPhC reporting-concerns page, not a pharmacy register listing: pharmacyregulation.org/patients-and-public/reporting-concerns.
Clinical suitability
Completing an online questionnaire does not guarantee treatment. Medication is only supplied after appropriate clinical review. A complaint does not change that clinical gate.