How to Complain to Boots in the UK: A Quick Guide

Are you having an issue with Boots in the UK? Whether it’s a problem with a prescription, delivery, or the Boots Advantage Card, there are ways to make a complaint and get the issue resolved.

As one of the UK’s most well-known pharmacy chains, Boots is a household name, but that doesn’t mean you should put up with subpar customer service! They once messed up one of my prescriptions. It was only a wrong dose, but things like that need to be fed back to them.

In this article, we’ll explore how to complain to Boots in the UK and get the issue resolved.

Why complain to Boots?

If you have an issue with Boots, it is important to complain to the company to get the issue resolved. Complaining to Boots can help you get a refund, replacement, or compensation for any harm caused.

It can also help improve the company’s customer service and prevent similar issues from happening to other customers in the future.

a man complaining to boots

Types of Issues You Can Complain to Boots About

There are many different types of issues that you may need to complain to Boots about. These include:

  • Delivery issues: If your order has not arrived or has arrived damaged, you can complain to Boots to get a replacement or refund, for online orders.
  • Prescription issues: If there is an issue with your prescription, you can complain to Boots’ pharmacy team to get it resolved. These are probably the most important types of complaint.
  • Account issues: If there is an issue with your Boots Advantage Card or your online account, you can complain to Boots to get it sorted out.
  • Boots Opticians issues: If you have an issue with Boots Opticians or your eye test with them
  • Boots Photo issues: If there is an issue with your Boots Photo order, you can complain to have it put right.

Your rights

As a consumer, you have certain rights when it comes to making a complaint to Boots. These include:

  • The right to a refund: If you are not happy with your purchase, you have the right to a refund.
  • The right to a replacement: If your item is faulty or damaged, you have the right to a replacement.
  • The right to compensation: If you have suffered harm as a result of Boots’ actions, you have the right to compensation. This one is rare, but may be required if it’s a medication issue.

If you are not happy with how Boots has handled your complaint, you can escalate it to Resolver, an issue-resolution tool that is free to use.

You can also seek advice from consumer issues rights guides or escalate your complaint to ombudsmen or regulatory bodies. Here’s how.

How to Complain to Boots in the UK

If you have an issue with Boots UK, you can make a complaint in several ways. In this section, we will discuss the different ways you can complain to Boots, including contacting Boots customer service, using Resolver, contacting the ombudsman, and contacting regulators.

Contacting Boots Customer Service by Phone, Email and Social

If you have a complaint, the first step is to contact Boots customer service. You can do this by phone, email, or online.

The Boots customer service team is available to help you with any issues you may have, including delivery, Boots Advantage Card, Click and Collect, and Boots Photo.

To contact Boots customer service by phone, call 0345 609 0055. If you prefer to send an email, you can use the online contact form on the Boots website or use:

General queries:

For Boots Opticians queries:

For Contact Lens Reward Scheme queries:

Boots UK customer service can also be contacted through several social media platforms.

  • You can reach out to them on Twitter by using the handle @BootsUK
  • Use Facebook by messaging their official page, which is simply called Boots.
  • They also have a dedicated Boots Customer Care Twitter account with the handle @BootsHelp.

When contacting Boots customer service, it is important to provide as much evidence as possible to support your complaint. This may include correspondence, responses, or witness statements. Boots customer service will investigate your complaint and aim to resolve it as quickly as possible.

writing a complain to boots

Writing a Letter to Complain to Boots

You can also write and complain, as you’ve always been able to do in the past! The address is:

Boots UK Limited.
Nottingham, NG2 3AA. 

Using Resolver to Escalate a Complaint

If you are not satisfied with the response from Boots customer service, you can use Resolver, an issue-resolution tool. Resolver can help you escalate your complaint to the ombudsman or regulatory body if necessary.

To use Resolver, visit the Resolver website and select Boots from the list of companies. You will then be guided through the complaints process, which includes providing evidence and tracking your complaint.

Contacting Regulators (Mostly for Pharmacy Complaints)

If your complaint is related to a regulatory issue, such as the conduct of a pharmacy team, you can contact the relevant regulatory body. In the UK, the regulatory body is the General Pharmaceutical Council.

You can contact the General Pharmaceutical Council by phone on 020 3713 8000 or by email at You can also write to their head office address at 25 Canada Square, London, E14 5LQ.

In Ireland, the regulatory body is the Pharmaceutical Society of Ireland. You can contact the Pharmaceutical Society of Ireland by phone on 01 218 4000 or by email at

In summary, if you have a complaint with Boots UK, you can contact Boots customer service, use Resolver, or contact regulators. It is important to provide as much evidence as possible to support your complaint and follow up with reminders if necessary. Good luck!


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