About Us

Belle Isle Pharmacy Online is operated by The Working Town Limited, the registered owner of the pharmacy.

  • Pharmacy name: Belle Isle Pharmacy Online
  • Registered address: 136 Weeland Road, Wakefield, WF4 1DD
  • Superintendent Pharmacist:
  •  Kashif Najam
  •  GPhC Reg. No. 2203268
  • By using our website and services, you agree to these Terms & Conditions.

General Terms of Use

  • These Terms govern your use of our website and the pharmacy services provided through it.
  • By accessing our website, you confirm you are at least 18 years old and legally capable of entering into a binding contract.
  • We reserve the right to modify or update these Terms at any time. Updated Terms will be posted on this page and apply immediately to future use.
  • If you do not agree with these Terms, please discontinue use of our website.

Pharmacy Services

  • We provide online pharmacy services including dispensing NHS prescriptions and general healthcare support.
  • All medicines are dispensed by qualified pharmacists in accordance with UK law and GPhC standards.
  • Services may only be used by individuals legally allowed to receive treatment within the
  • We reserve the right to refuse supply if:
  • The prescription is invalid
  • Clinical checks indicate a risk
  • The information you provide is incomplete or inaccurate
  • It is unsafe to supply the medicine

Registration & Account Responsibilities

  • You may need to create an account to use certain features.
  • You must ensure all information provided is accurate and kept up to date.
  • You are responsible for keeping your login details confidential.
  • We may suspend or terminate accounts that are suspected of misuse.

Prescriptions

  • We dispense NHS Prescriptions.
  • You must provide a valid prescription issued by a UK-registered prescriber.
  • For controlled drugs or medicines with misuse potential, we may require additional verification.
  • We must receive and verify your prescription before we can supply any prescription medication.
  • If a prescription is clinically unsuitable, we may decline supply and contact the prescriber.

Prices, Payments & Charges

  • NHS prescription charges (where applicable) follow the current NHS England rates
  • We will not dispatch any paid prescription medication until payment is received.

Delivery

  • We offer delivery options as displayed during checkout.
  • Delivery times are estimates and not guaranteed.
  • Medicines must be delivered to a safe and suitable address.
  • Some medicines (e.g., controlled drugs, fridge items) may require tracked, signed-for, or specialised delivery.
  • You must inspect packages upon receipt and notify us immediately of any issues.

Use of Medicines

  • Prescription medications must only be used by the person named on the prescription.
  • Medicines should be taken exactly as instructed by the prescriber or pharmacist.
  • You must not share or sell any medicines you receive from us.
  • If you experience side effects or adverse reactions, stop treatment and seek medical advice.
  • We are not liable for harm caused by incorrect or unsafe use of medicines.

Returns, Refunds & Cancellations

  • Medicines cannot be returned or reused once they have left the pharmacy (as required by Medicines Act regulations).
  • Refunds are only provided if:
  • we supplied the wrong item
  • An item arrived damaged
  • We cannot fulfil your order
  • We authorise a refund based on exceptional circumstances

Information Accuracy & Website Content

  • We aim to ensure all information on our website is accurate and up to date.
  • Medical information provided is for educational purposes only.
  • We do not guarantee that the website will always be accurate, uninterrupted or error free.

Intellectual Property

  • All website content, images, branding, layout and design belong to The Working Town Limited unless otherwise stated.
  • You may not copy, reproduce, modify or distribute any content without written permission.

Liability

  • Nothing in these Terms limits our liability for death or personal injury caused by negligence.
  • We are not liable for:
  • Losses caused by misuse of medicines
  • Indirect or consequential losses
  • Losses caused by inaccurate information you provide
  • Events outside our reasonable control

Privacy & Data Protection

  • We process personal data in accordance with UK GDPR and the Data Protection Act 2018.
  • Please refer to our Privacy Policy for full details of how we collect, store and process your data.
  • We maintain strict confidentiality and follow NHS and GPhC data-handling standards.

Complaints & Feedback

  • A complaint may be made by a customer/patient who has received a service from us, or by a person acting on their behalf with that person’s consent if they are unable to complain themselves.
  • Children or young people may complain through their parent or guardian, or directly if appropriate.
  • We treat all complaints in the same manner, regardless of who raises them.
  • We ask that you make a complaint as soon as possible after the event you are concerned about, or when you became aware of the issue.
  • If you believe there is good reason for a delay, we may still accept the complaint and will assess whether a fair investigation is still possible.
  • You can raise your concern by writing to us, emailing us, or phoning us.
  • Please provide us with:
    -> your full name, contact details (address, telephone number, email)
    -> details of the patient (if different), including date of birth
    -> the pharmacy or service you used, and the date(s) of the event(s)
    -> a clear description of what you are unhappy about and what outcome you are seeking
  • Our contact details:
    -> Email: Belleislepharmacyonline@gmail.com
    -> Address: 136 Weeland Road, Sharlston Common, Wakefield, WF4 1DD
    -> Phone: 01924 930329
  • We will acknowledge your complaint promptly—typically within 3 working days.
  • We will assign an investigator (who may be our pharmacy manager or Superintendent Pharmacist) who is not directly involved in the matter you are complaining about.
  • We will contact you to agree how your complaint should be handled, including
    expected timescales.
  • We will carry out an investigation: review records, speak to staff involved, clarify
    events and compare to expected standards.
  • Where applicable, we may invite you to a meeting or discussion so we can
    understand your concerns more fully and explain our findings.
  • After the investigation, we will send you a written response that outlines:
    -> the findings of our investigation
    -> any apologies where appropriate
    -> what we are doing (or will do) to rectify the issue and prevent recurrence
  • If there is any delay beyond the agreed timescale, we will keep you updated and explain the reason.
  • If the issue you raise involves services from more than one provider (for example, another pharmacy, GP or NHS service), we will contact you to arrange whether a joint response is preferred. We will need your consent before sharing your information with other organisations.
  • If you need support in making your complaint, you can access independent advocacy services.
  • We will also provide information in different formats or languages if required.

If you remain unhappy with our final response, you can escalate the complaint.

Contact NHS England

  • If your complaint relates to an NHS service provided by us (such as NHS prescriptions), you may contact:
  • 0300 311 22 33
  • NHS England can review your concerns independently of the pharmacy.

Patient Advice and Liaison Service (PALS) – Wakefield

  • PALS is an informal service offering:
  • Advice
  • Information
  • Support
  • Early resolution of concerns
  • Guidance on making a formal NHS complaint
  • Although not part of the formal complaints process, PALS can often help resolve issues quickly.
  • Wakefield PALS Office:

Independent Complaints Advocacy Service (ICAS)

  • ICAS provides free, confidential support for individuals raising NHS complaints, including:
  • Help writing letters
  • Help understanding the process
  • Attendance in meetings if required

Learning from complaints

  • We are committed to learning from feedback, concerns and complaints.
  • We will identify any actions required and make changes to our procedures, training or service systems to reduce the likelihood of repeat issues.
  • We will monitor and review the complaints we receive to improve our service to you.