Manufacturer contingency arrangements

Published on: 15th July 2013 | Updated on: 12th February 2024

The table below summarises the contingency arrangements for the manufacturers and products that Community Pharmacy England is currently most frequently receiving calls about:


Affected Products include

Summary of Contingency Ordering Procedure




If a pharmacy has difficulties in obtaining stocks of these medicines from the wholesaler they should contact the ALK Customer Services Team on 0118 903 7940, emergency supplies can then be located and dispatched. The Customer Services Team are available 9am to 5.00pm Mon-Thurs and 9am to 3.30pm Friday.

Alcon Eye Care


If a pharmacy is unable to obtain stock via the wholesale route, they should call Alcon customer services on 0371 376 0017



AAH Pharmaceuticals Ltd are the sole distributor for the below range of products to Retail Customers (Community Pharmacies, Prisons, Dispensing & Non-Dispensing Doctors) in GB:

  • Aranesp®
  • Mimpara®
  • Repatha®
  • XGEVA®
  • Prolia®
  • Otezla®
  • Neupogen®

If a Pharmacy has difficulties in obtaining stocks of medicine from AAH, they should contact the Amgen Customer Success Team on +44 (0)20 3024 0072 or

Astellas Pharma Limited


If a pharmacy is unable to obtain stock via Alliance Healthcare Distribution Limited, they should call Astellas Customer Services on:

0203 379 8721. Alternatively please email



If a pharmacy has problems with obtaining stock of any AZ medicine from AAH – they should contact the Supply Chain Team on 0800 783 0033 and select option 1.


Boehringer Ingelheim


If any pharmacy has problems with obtaining stock of Boehringer Ingelheim medicines – they should contact Boehringer Ingelheim customer services on 01344 741 101. Alternatively complete the emergency supply form and fax it to: 0845 601 2633

Pradaxa range of products are only available via Phoenix Wholesale

Spiriva Respimat and Spiolto Respimat are only available through Alliance Wholesale

Bristol-Myers Squibb

Questran 4g sachet Powder

BMS Customer Services can be reached directly on 01244 586 250.

Cambridge Healthcare Supplies Ltd

Anabact 0.75% w/w Gel  –  15g, 30g, 40g

Effercitrate Tablets

Golden Eye 0.1% w/v Eye Drops Solution

Golden Eye 0.15% w/w Eye Ointment

Golden Eye 1% w/w Chloramphenicol Eye Ointment

Xepin 5% w/w Cream  –  30g

To continue improving value for our customers and effective care options for patients, Cambridge Healthcare Supplies Ltd would like to confirm changes to distribution arrangements.

With immediate effect, Cambridge Healthcare Supplies Ltd products will be available from:

AAH Pharmaceuticals Ltd

Alliance Healthcare

Phoenix Healthcare Distribution Ltd


Sangers (Maidstone) Ltd

Lexon UK Ltd

Sigma Pharmaceuticals Plc

If you have problems sourcing any of our products through these distributors, or have any questions, please contact our Customer Services Team:

Tel:         01953 607856  




Chugai advised that due to manufacturing difficulties community pharmacies are not expected to be able to obtain Antepsin until early 2017. See here for details.

Daiichi Sankyo

If you experience any problems obtaining Daiichi Sankyo products please contact Customer Services on 0800 917 6522 or via email:

Dr Falk

Budenofalk, Salofalk and Ursofalk

For pharmacies experiencing difficulties obtaining stock of Dr Falk products:

Budenofalk capsules, Budenofalk granules and Salofalk suppositories are only available via our solus distribution partner AAH. For these products please phone AAH customer care on 0844 561 8899.

If any other Dr Falk product is not available from wholesalers, please phone our pre-wholesaler Alloga UK on 01773 441702 to place a Direct to Pharmacy order. Retail pharmacies can be invoiced via AAH or Alliance.

Dr Falk Pharma UK Ltd Tel: 01628 536 600 Email:


 All licensed products

Contingency or emergency supplies of Ferring products can be obtained by calling Ferring Customer Services on 0800 111 4125 or by e-mail:

Frontier Medical


Now available from Vernacare for further information please contact or 01495 235800 

Grunenthal UK Ltd

Palexia, Palexia SR, Qutenza, Ralvo, Versatis, Zydol, Tramacet, Tramacet Effervescent, Nexium and Zomig.

Grunenthal products are exclusively available to buy from Alliance Healthcare Distribution Limited (AHDL).
This Grunenthal product range covers the following brands: Palexia, Palexia SR, Qutenza, Ralvo, Versatis, Zydol, Tramacet, Tramacet Effervescent, Nexium and Zomig.

Should you not be able to obtain stock of one of the above products from Alliance Healthcare, please contact Alloga Customer Care on
01773 515171

Please visit the Alliance website here for further information.



Should GSK’s UK products not be available through our appointed distribution agents AAH or Alliance, current supply information for GSK’s UK medicine and vaccines can be found at

For any additional information, please contact the GSK customer care team on 0800221441

Indivior UK

Subutex 0.4mg, 2mg & 8mg Sublingual tablets

Suboxone 2mg, 8mg & 16mg
Sublingual tablets

Suboxone 2mg & 8mg Sublingual film

Temgesic 0.2mg, 0.3mg and 0.4mg ampoules

Subutex and Suboxone sublingual tablets are only available via our sole distribution partner AAH.

Pharmacies experiencing difficulties obtaining Indivior stock should contact AAH on 0344 5618899
If any pharmacy has difficulty in obtaining Indivior products from AAH please contact



If any pharmacy has problems obtaining Janssen-Cilag products from their wholesaler they should complete the emergency supply form and send it with the redacted prescription to the following email:
To download the form click here.

Please register for our free-to-use online ordering portal to place all direct-to-pharmacy orders and retrieve invoices. Link to Portal registration site click here.

For any additional information, please contact the Janssen Customer Service team on 01494 567400

Kyowa Kirin


If a pharmacy cannot obtain a Kyowa Kirin product from their wholesaler, they should contact head office on 01896 664 045

Leo Pharma


Information on stock of LEO Pharma products can be obtained via their Medical Information Team on 01844 347 333 and select option 2 or e-mail

Lilly UK

Any – including from 12th February 2024 Mounjaro 2.5mg and 5mg KwikPen devices.

Lilly supplies its medicines exclusively through AAH and Phoenix in the UK. If your wholesaler can’t supply the product, contact Lilly’s emergency ‘Direct 2 Pharmacy’ customer service desk which is open Monday – Friday, 9am – 5pm 0800 012 1178 Alternatively email


All products

Lundbeck products are distributed to the market via Alliance Healthcare. If you have outstanding prescriptions and your Alliance Healthcare depot has stock you must call your local Alliance customer service and request that these are fulfilled. If Alliance Healthcare cannot fulfil your order then please call Lundbeck on 01908 649966 to check stock availability.

Alliance Healthcare shall, from time to time, randomly carry out script verification and you may be requested to send over copies of prescriptions you require emergency supplies for. All patient data and prescriber details must be obscured.

Merus Labs


Any pharmacy having difficulty in obtaining stock should contact their local Alliance Healthcare Customer Services Team.



For information on the local status of product supply healthcare professionals should in the first instance contact AAH Customer Care Line on 0344 561 6699. Alternatively, for supply related enquires contact MSD Customer Services on 01992452094 email: or visit


Medical Information related enquires should be directed to MSD Medical Information on 01992 467272, email:



EpiPen ® and EpiPen Jr Auto-injectors

Pharmacies that are presented with a prescription for EpiPen 0.3mg or EpiPen Jr 0.15mg Adrenaline Auto-Injectors can place an order for up to a maximum of two devices per prescription. Please send anonymised prescriptions to Alliance Healthcare’s prescription validation service, email to (or alternatively by fax 0330 332 8126). Please include your Alliance Healthcare account number when placing your order.



If a pharmacy cannot obtain a Norgine product from their wholesaler, they should contact head office on 01895 826600


Aimovig AI 70mg

Afinitor 5mg & 10mg

Entresto 24/26mg, 49/51mg & 97/103mg

Estradot TTS-25, 37.5, 50, 75 & 100 Patches

Exjade 90mg, 180mg & 360mg

Kisqali 200mg, 400mg & 600mg

Rydapt 25mg

Sandostatin LAR powder and solvent for susp for injection vials 10mg, 20mg & 30mg

Tasigna 150mg &200mg

Ultibro Breezhaler

Votrient 200mg & 400mg

Products are only available via Alliance and AAH.

Entresto is supplied solely through AAH. If you experience difficulties, please contact AAH Emergency Order Line on 0344 561 8899 (option 3). You can also log in to the following portal to manage your orders:

Ultibro is supplied solely through Alliance. If you experience difficulties, please contact Alliance Emergency Order Line on 0330 102 8412.


For assistance, please call Novartis Customer Care on 08457 419 442 or e-mail

Novo Nordisk





Novo Nordisk products are only available via our appointed wholesaler, Alliance Healthcare.

Novo Nordisk are able to provide direct deliveries to pharmacies experiencing difficulties obtaining prescription medication from Alliance.

To place an urgent order, please call Novo Nordisk Customer Care on 0800 023 2573 from 830am-1730pm Monday-Friday (including Bank holidays), or email


Metabolics and Allergy products

If a pharmacy has difficulties in obtaining stocks of Nutricia Advanced Medical Nutrition products from Alliance, they should contact Nutricia on 01225 711 688 requesting to speak to the Key Account Team – Supply Chain, where emergency supplies can be located and dispatched.
The Key Account Team – Supply Chain is available 9am to 5.00pm Mon-Thurs and 9am to 4.00pm Friday.


Abilify 30mg

If any customer has difficulty in securing Abilify stock for UK patients, please contact Otsuka Customer Services directly on 0203 747 5300



If a pharmacy is unable to obtain a Pfizer product from Alliance Healthcare they should call the Pfizer Customer Service Team on 0345 608 8866 or 0800 032 7907, to speak to a Pfizer representative. The Pfizer Customer Service Team are available between 9am and 5.15pm Monday – Friday.


If wholesaler can’t supply the product, you can contact Roche Customer Care on 0800 731 5711. Delivery will normally be made next working day for orders received up until 4pm, dependent upon location.


Product Schedule  

  1. New Supply Agents: Sanofi has appointed AAH Pharmaceuticals Limited and Phoenix Healthcare (Distribution) Limited as our agents for the supply of a wide range of Sanofi medicines in the UK. From 1st December 2017, AAH and Phoenix will be responsible for managing orders and delivering the Sanofi products detailed in Appendix 1 to all dispensing points in the United Kingdom, the Isle of Man or the Channel Islands.
  2. New Supply Terms: Whilst AAH and Phoenix will be acting as our agents, Sanofi will retain a direct contractual relationship with you. Our new standard terms and conditions of sale are attached in Appendix 2.   These will apply to all your orders for Sanofi products placed with our agents from 1st December, 2017Our supply terms may be updated periodically, and we will notify you when this happens.  The latest version of the terms is available on

PHOENIX Central Customer Service
Telephone: 0844 736 2287
Email :
Account opening: 0844 892 2130 or

Fax: 0844 736 2289


AAH Customer Care Contact Numbers
Community Pharmacy – 0344 561 8899
Hospitals – 0344 561 6699
Hospitals (Romford Branch) – 0344 561 7799
Visit to complete an online application

If you would like to discuss these changes in more detail, or have any further queries, please contact the Sanofi Customer Services team: 0800 854 430




Products are supplied via Alliance Healthcare Distribution (AHDL).

If a pharmacy is unable to obtain stock via AHDL, they should contact UCB Cares on:

01753 777 100  Alternatively please email

Warner Chilcott Ltd (previously Procter & Gamble   Pharmaceuticals)

Actonel Once Weekly

Warner Chilcott Ltd have provided the following statement regarding emergency supplies of Actonel:

“Warner Chilcott (formerly Procter & Gamble Pharmaceuticals) does not have a direct ordering system.

We make Actonel available through three wholesalers in the UK- AAH, Alliance & Phoenix and in N. Ireland – AAH, Sangers & Alliance.

If you experience problems sourcing Actonel from any of these wholesalers you can contact us at 0800 0328701 (UK) and 1800 882937 (ROI). You will be asked to try with the wholesalers for three (3) working days from the first call. If you are still unable to get the product from any of the wholesalers we will be able to source an emergency supply.”


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