Investigations
If there is a suspected fault or issue with your medication...
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We are very sorry that your medication is not working as it should. Like with any product, sometimes there can be manufacturing faults or issues. We take these faults very seriously, as do the manufacturers.
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What's the process?
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To submit your pen for investigation, the below steps outline the process:
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Submit a formal report of the issue via the form below. Please add as much detail as possible e.g. the nature of the issue, what happened when the issue occurred, any references or identifying details e.g. order number, product name/dose, the product's batch / lot number & expiry date etc. The more detail, the better so that we can submit everything we need to the manufacturer.
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The form is received by our Customer Care team who will complete the appropriate form with the relevant manufacturer e.g. Novo Nordisk (for Ozempic, Wegovy, Saxenda & Rybelsus).
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The manufacturer will need time to investigate your complaint - they usually send a pre-paid envelope directly to you so that you can send the item back to them for investigation.
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The investigation can take up to 6 weeks. Once the investigation is complete, the Customer Care Manager will liaise directly with you regarding the manufacturer's findings, including any form of resolution.
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If you are dissatisfied with the outcome, you are welcome to seek external advice or support via the relevant bodies/ombudsman who can liaise with the manufacturer directly - unfortunately we are only an intermediary, so our response / ability is limited.