We at Live Well Nationwide take customer satisfaction to be part of our core agenda.

However, we understand that on rare occasions things don’t go quite as smoothly as we would like.

We would like to say that if we do receive a complaint we will acknowledge it within 72 hours and aim to resolve it within 14 days (we would not like you to be waiting around).

If you have any issues or comments about your online medicine orders please email our customer care email address [email protected].
If you have any issues or comments about the prescription services please email our IG Lead Mobeen Khurshid
at [email protected] marking FAO of Mobeen Khurshid in your subject line. Alternatively, you can call us on 01782 310001

This matter will then be fully investigated and you will receive a detailed response to your complaint.

As another option, please write to:

Mobeen Khurshid
IG Lead
Live Well Nationwide
Unit 4, Crabtree Close
Fenton Industrial Estate Stoke-On-Trent

In the event that your complaint is not resolved to your satisfaction, or, we haven’t provided you with a resolution within 6 months, you do have third-party options available to you for your matter to be escalated. These include Trading standards, the Citizens Advice Bureau, Your local Health Authority, and The retail Ombudsman or you can obtain independent legal advice. See for more information.

You can also complain to NHS England by email: [email protected] or by phone at 0300 311 2233 As another option you can write to them by post:

NHS England,

PO Box 16738,


B97 9PT

In the unlikely event you have a complaint to raise with us we pride ourselves on reaching a suitable resolution quickly. However, if you feel your complaint has not been resolved adequately then please forward your feedback directly to:

General Pharmaceutical Council
25 Canada Square
London, E14 5LQ

Phone: 0203 713 8000

Patient Satisfaction Survey Annual Report

Period: 1st April 2023 – 31 March 2024

The Live Well Nationwide patient satisfaction questionnaire is designed to gather information on the journey that a patient takes with us. The questionnaire consists of 13 questions and by asking these specific questions it allows us to see what aspects of the patient journey require improvement.

You can read the full survey in PDF format here: Live Well Nationwide Customer Satisfaction Survey 2023 – 2024