The Liverpool-based weight-loss drug provider Dr Frank’s Weight Loss Clinic is facing backlash as customers report being left out of pocket and without their medications. A patient told the Echo that they went four months without either the prescribed weight-loss treatment or a refund.
Headquartered at Queens Dock with a clinic on Rodney Street, the company has been dubbed the “Harley Street of the North.” The Care Quality Commission (CQC) has rated the firm as “requires improvement” overall, citing safety and leadership as areas needing change after receiving 50 formal complaints from dissatisfied customers.
Several patients spoke to the Echo about delays, missed doses, and difficulties reaching customer service. The CQC noted that complaints included trouble contacting the support team, delayed or incorrect medicines, and refund delays. An online forum has also emerged where customers discuss their experiences with the company.
Dr Frank’s, which expanded nationwide in the United States last month, acknowledged that a small portion of its roughly 40,000 customers had encountered delays, incorrect dosages, and longer refund processing times. The firm apologized to patients who felt let down and said it had put new systems in place to bolster safety, governance, and patient experience.
A spokesperson stated that a temporary surge in demand coincided with nationwide drug supply issues. The company has restructured its team to shorten response times and introduced clearer, faster refund procedures. It is understood that some work was outsourced to the Philippines during the August spike in demand.
There are reports that Liverpool-based customer service staff were laid off in October, with further reductions in both Liverpool and the Philippines teams due to a drop in patient demand across the sector. When UK demand could not be met, Philippine staff were used to handle inquiries.
Customers described ongoing trouble contacting the firm’s service team and delays in refunds. These problems left people without medications and out of pocket, forcing some to seek alternative providers at higher costs. The business operates online and has reportedly issued more than 100,000 prescriptions nationwide, with patients told they should expect delivery within four days after approval.
Diana Spencer, 59, from Preston, placed an order in May but had not received any medication by September, despite repeatedly trying to contact the clinic. She spent £168 on an initial dose but never received it, and faced further delays and a price increase when attempting a refund.
Diana claimed the company delayed shipments by saying proof images were required, which she says she provided. She reported escalating prices and, after continued communication gaps, sought a refund that the firm allegedly stopped handling. Automated responses reportedly greeted her outreach.
Trustpilot has recorded more than 1,200 negative reviews for Dr Frank’s, though positive feedback exists as well; the CQC warns that non-validated, incentive-based reviews cannot be fully trusted. The company says such practices have since ended.
The CQC highlighted a notable rise in orders after the brand gained traction on national media and social platforms, followed by a spike in demand and subsequent declines. In response to the August surge and a broader downturn, staff reductions occurred in both Liverpool and the Philippines, with remaining teams handling support as needed.
Ali Morgan, 55, of Plymouth, said she ordered three 7.5 mg doses but received two 5 mg pills and one 7.5 mg pill about two weeks late. She reported ongoing difficulties communicating with customer service, including delays and unreturned messages, and was forced to seek alternative suppliers at higher costs.
Sarah Price, 59, from Salford, paid £172.50 for Wegovy in October but was told her BMI did not meet the threshold and that a consultation was needed before any medication could be dispatched. She spent days on hold and eventually received a refund only after management authorization, with a promised processing window of seven to ten days.
Dr Frank’s Weight Loss Clinic responded by emphasizing the scale of nationwide demand and drug shortages earlier this year. The firm stated that the rate of formal complaints was about 0.05% of prescriptions dispensed and reiterated its commitment to safety and patient care. The spokesperson noted that the CQC’s September 2025 rating prompted immediate actions, including system upgrades to improve safety, governance, and patient experience, and expressed confidence that the new processes would enhance future service.
If you have information or a tip about this story, contact jon.blackburn@liverpoolecho.co.uk.
