Customer service policy

Customer service policy

BNF Publications provides UK healthcare professionals with authoritative and practical information on the selection and clinical use of medicines in a clear, concise and accessible manner.

This policy covers our commitments to customer service, including how we handle communications with customers, encourage feedback and deal with complaints.


BNF Publications welcomes comments, feedback and constructive criticism on its publications from healthcare professionals (see Contact Us for information about types of queries the BNF can and cannot respond to).

BNF Publications aims to respond to unsolicited correspondence within 5 working days of receipt.

Some complex queries may require further investigation, such as advice from our expert advisors, or accessing of the BNF archives. In these cases, an acknowledgement of receipt will be sent within 5 working days, and a full answer will follow when available.


When communicating with BNF Publications, please be aware that excerpts of your communications may be used within BNF publications, to improve the quality of BNF content. This may include the sharing of excerpts of communication with our expert advisors and the Formulary Committees (see About the BNF for further information on how the BNF works). Please see the Privacy policy for privacy matters relating to use of the BNF website.


Complaints about BNF content or errors in the content of the BNF will be reviewed by the editors. Any errors will be recorded and dealt with in accordance with thorough in-house error monitoring procedures.

Complaints about website functionality or availability should be sent to

Complaints about delivery

NHS organisations or staff receive copies of BNF or BNFC via the relevant UK health department.

In England, contact the DH Publications Orderline on 0300 123 1002.

In Scotland, email

In Wales, contact the Business Services Centre on (01495) 332 000.

In Northern Ireland, email

Customers that have purchased BNF or BNFC via Macmillan Distribution Limited should contact or call 01256 302699. If you have placed a subscription order you should contact or call 0203 318 3141.