Owl Clinic UK: what happened, refunds, data, Companies House context and official routes

Dear CloudRx Team,

I am writing as a member of the public, and on behalf of Monj.co.uk, to request clarification regarding CloudRx’s dispensing arrangements with Owl Clinic.

I previously contacted CloudRx with a number of concerns about Owl Clinic, but I have not received substantive written response. I have also made telephone enquiries and was informed that someone would call back, but no return call has been received. Given the nature of the concerns, I would be grateful if CloudRx could now provide a written response or statement.

I understand that Owl Clinic appears to be unavailable online, which has caused concern among some members of the public who may have placed orders or shared personal and medical information. I appreciate that CloudRx may not be able to comment on individual patients, confidential contracts, or commercially sensitive matters. However, I would be grateful for any general, non-identifying information you are able to provide.

Please could you clarify:

1. Whether CloudRx dispensed prescription-only medicines on behalf of Owl Clinic.
2. What general checks or due diligence CloudRx carried out before dispensing for Owl Clinic.
3. Whether CloudRx verified that prescriptions connected to Owl Clinic were issued by an appropriately registered UK prescriber or prescribing service.
4. Whether CloudRx was satisfied that appropriate clinical governance and patient-safety processes were in place.
5. Whether any dispensing arrangement with Owl Clinic remains active, has been paused, or has ended.
6. Whether CloudRx is aware of patient concerns relating to Owl Clinic orders, including fulfilment, or continuity of care.
7. Whether CloudRx has notified, or intends to notify, any relevant regulator or authority if concerns have been identified.

I am not seeking personal patient information. My concern is to understand what checks were in place and whether appropriate steps are being taken where patients may be affected.

For fairness and accuracy, Monj would prefer to include CloudRx’s position rather than simply state that we contacted CloudRx for clarification and did not receive a substantive response. If CloudRx is unable to answer some or all of the above points, I would still be grateful if you could confirm that in writing.

Unless we receive clarification, any future wording will be limited to the factual position: that CloudRx was contacted for comment/clarity regarding its dispensing relationship with Owl Clinic, but no substantive written response was received.

I would appreciate a written response as soon as reasonably possible.

Hi Nick,

Thank you for your correspondence regarding CloudRx and your request for clarification about our dispensing arrangements in relation to Owl Clinic.

We recognise the importance of transparency, regulatory compliance, and patient safety. Within the constraints of confidentiality, data protection requirements, and commercial sensitivity, we are pleased to set out our general approach. We are unable to comment on individual patients, specific prescriptions, or the details of contractual arrangements.

Dispensing Role of CloudRx

CloudRx is a registered UK distance selling pharmacy and dispenses prescription only medicines in accordance with medicines legislation, the General Pharmaceutical Council (GPhC) standards applicable to distance selling pharmacies, and our professional obligations.

As a distance selling pharmacy, CloudRx does not provide face to face clinical services and does not undertake prescribing or clinical consultations. Our role is limited to the lawful and safe dispensing and supply of medicines against valid prescriptions.

As a distance selling pharmacy, CloudRx dispenses medicines solely against prescriptions issued by third party UK prescribing services and independent prescribers, subject to appropriate checks, due diligence, and governance oversight.

Due Diligence and Verification

Before dispensing prescription only medicines generated by third party prescribing services, CloudRx undertakes proportionate due diligence, which includes:

• Verifying that prescriptions are issued by appropriately registered UK prescribers acting within their professional scope
• Confirming that prescribing services present themselves as operating within UK regulatory frameworks
• Ensuring that appropriate identity and eligibility verification processes are in place within the prescribing pathway

As part of these controls, CloudRx uses recognised third party verification technologies, including Yoti, to support identity verification and related checks. These tools form part of the overall assurance framework and do not replace the requirement for a full clinical assessment by the prescriber.

As a distance selling pharmacy, CloudRx relies on assurance that the prescribing service has completed appropriate clinical interactions and verification steps prior to issuing a prescription.

CloudRx does not dispense medicines unless it is satisfied that prescriptions meet all legal, professional, and governance requirements, and that appropriate verification and clinical processes support the prescribing pathway.

Clinical Governance and Patient Safety Oversight

CloudRx operates under the professional accountability of a Superintendent Pharmacist, who is responsible for ensuring that robust governance systems and controls are in place for the safe and lawful dispensing of medicines within a distance selling pharmacy model.

This includes oversight of dispensing pathways involving high risk medicines, such as GLP 1 receptor agonists, and ensuring alignment with current regulatory and professional guidance applicable to distance selling pharmacies.

CloudRx expects that prescribing models associated with high risk medicines incorporate real time, two way clinical consultations between the patient and the prescriber. Online questionnaire only models are not considered sufficient for such medicines, even where identity or data verification tools are used.

Identification of Concerns and Decision to Hold Dispensing

As part of routine governance oversight, CloudRx identified that prescriptions associated with Owl Clinic did not consistently demonstrate evidence that mandatory real time, two way (face to face) clinical consultations were being completed as part of the prescribing pathway. Reliance on online questionnaire only assessments was therefore deemed insufficient to support lawful and safe dispensing by CloudRx.

Given that GLP 1 medicines are classified as high risk and that live clinical consultations are a regulatory requirement, the Superintendent Pharmacist made the immediate decision to place dispensing on hold while the matter was reviewed.

As the distance selling pharmacy the decision was taken as a precautionary measure in the interests of patient safety and regulatory compliance. Where required controls cannot be evidenced, CloudRx does not proceed with dispensing.

Current Status of Arrangements

CloudRx does not comment publicly on the operational status or details of individual commercial relationships.

All dispensing arrangements entered into by CloudRx as a distance selling pharmacy are subject to ongoing review, and any arrangement that does not meet our governance or regulatory standards is not progressed.

Patient Concerns

CloudRx takes patient concerns seriously. Where issues are raised that relate directly to dispensing, fulfilment, or continuity of supply, these are addressed in line with our established complaints and escalation procedures.

Where concerns relate to prescribing decisions or clinical services outside CloudRx’s remit as a distance selling pharmacy, patients are appropriately signposted to the relevant provider or authority.

Regulatory Engagement

CloudRx complies fully with its professional duty to engage with regulators where required.

Where concerns arise that meet the threshold for regulatory notification, these are handled in accordance with applicable legal and professional obligations.

Conclusion

We trust that the above provides clarity on CloudRx’s role as a distance selling pharmacy and our general approach to verification, governance, and patient safety oversight. While we are limited in the level of detail we can provide, we hope this response assists in ensuring fairness and accuracy in any public or editorial commentary.