Manufacturer contingency arrangements
Published on: 15th July 2013 | Updated on: 18th March 2025
The table below summarises the contingency arrangements manufacturers have put in place for ordering their products if community pharmacies are unable to source these through usual channels:
Manufacturer |
Affected Products include |
Summary of Contingency Ordering Procedure |
|
ALK-Abello |
Acarizax® Itulazax® Grazax® Jext® |
If a pharmacy has difficulties in obtaining stocks of these medicines from their usual wholesaler they should contact the ALK Customer Services Team on 0118 903 7940 or email infouk@alk.net, emergency supplies can then be located and dispatched. The Customer Services Team are available 09.00 to 17.00 Monday-Thursday and 09.00 to 15.30 Friday. |
|
Alcon Eye Care |
All |
If a pharmacy is unable to obtain stock via the wholesale route, they should call Alcon customer services on 0371 376 0084. |
|
Amgen |
All |
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:
If a pharmacy has difficulties in obtaining stocks of medicine from AAH Pharmaceuticals Ltd, they should contact the Amgen Customer Success Team on 0203 024 0072 or cs-uk@amgen.com |
|
Astellas Pharma Limited |
All |
If a pharmacy is unable to obtain stock via Alliance Healthcare they should call Astellas Customer Services on 0203 379 8721. Alternatively, please email ukcustomerservices@astellas.com |
|
AstraZeneca |
All |
If a pharmacy has problems with obtaining stock of any AstraZeneca medicine from either Phoenix Healthcare Distribution Ltd or Alliance Healthcare – they should contact the Supply Chain Team on supply.chain@astrazeneca.com |
|
Besins Healthcare (UK) Ltd. |
All |
Alliance Healthcare is the sole distributor for the Besin’s branded products in the UK. Pharmacies should contact customer service at Alliance Healthcare in the first instance as per the following contact details: Telephone: 0330 100 0448 Email: customerservice@alliance-healthcare.co.uk Website: alliance-healthcare.co.uk If a Pharmacy has any difficulties in obtaining stocks of our products from Alliance Healthcare, they may contact Besins Healthcare (UK) Ltd on supplychain-bhuk@besins-healthcare.com or by telephone: 0203 862 920. |
|
Boehringer Ingelheim |
All |
If any pharmacy has problems with obtaining stock of Boehringer Ingelheim medicines – they should contact Boehringer Ingelheim customer services on 0134 4741 101. Alternatively complete the emergency supply form and email it to distribution.bra@boehringer-ingelheim.com Pradaxa® range of products are only available via Phoenix Healthcare Distribution Ltd Spiriva Respimat® and Spiolto Respimat® are only available through Alliance Healthcare |
|
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. Cambridge Healthcare Supplies Ltd products will be available from: If you have problems sourcing any products through these distributors, or have any questions, please contact our Customer Services Team: |
|
Chiesi Ltd |
All |
If a pharmacy has problems with obtaining stock of any Chiesi medicine from AAH Pharmaceuticals Ltd, Alliance Healthcare or Phoenix Healthcare Distribution Ltd, they should contact the Chiesi Customer Service Team on 0161 488 5521 or email customerServices.UK@chiesi.com |
|
Daiichi Sankyo |
All | If you experience any problems obtaining Daiichi Sankyo products please contact Customer Services on 0800 917 6522 or via email: customerservices@daiichi-sankyo.co.uk |
|
Dr Falk |
Budenofalk® Salofalk® Ursofalk® Jorveza® |
For pharmacies experiencing difficulties obtaining stock of any Dr Falk products, please phone our pre-wholesaler Alloga UK on 0177 344 1702 to place a Direct to Pharmacy order. Pharmacies can be invoiced via AAH Pharmaceuticals Ltd or Alliance Healthcare. Dr Falk Pharma UK Ltd Tel: 0162 853 6600 Email: office@drfalkpharma.co.uk. |
|
Ferring |
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: customer.services@ferring.com. |
|
Frontier Medical |
Sharpsafe |
Now available from Vernacare for further information please contact sharpsafesales@vernagroup.com or 0149 523 5800. |
|
Grunenthal UK Ltd |
Ationdo® Lidocaine Grünenthal Nebido® Nexium® Palexia® Qutenza® Tramacet® Tramacet® Effervescent Versatis® Vimovo® Zomig® Zomig®. Zydol® |
Grunenthal products are exclusively available to buy from Alliance Healthcare. Should you not be able to obtain stock from Alliance Healthcare, please contact Alloga Customer Care on 0177 351 5171. |
|
GSK |
All |
Should GSK’s UK products not be available through our appointed distribution agents AAH Pharmaceuticals Ltd or Alliance Healthcare, current supply information for GSK’s UK medicine and vaccines can be found at: https://gskpro.com/en-gb/supply/. For any additional information, please contact the GSK customer care team on 0800 221 441. |
|
Kyowa Kirin |
All |
If a pharmacy cannot obtain a Kyowa Kirin product from their wholesaler, they should contact head office on 01896 664 045. |
|
Lilly UK |
All |
Lilly supplies its medicines exclusively through AAH Pharmaceuticals Ltd and Phoenix Healthcare Distribution Ltd 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, 09.00 – 17.00 on 0800 012 1178. Alternatively email productsupply@lilly.com. |
|
LEO Pharma |
All |
Information regarding the availability of LEO Pharma products can be obtained directly from our wholesaler, Alliance Healthcare, who can be contacted here: customerservice@alliance-healthcare.co.uk Additionally, information regarding the availability of the below LEO Pharma products:
can be obtained directly from Movianto, who can be contacted here: OrderToCash.UK@Movianto.com For anything else, please contact the LEO Pharma Medical Information UKIE team on 0184 434 7333 and select option 2 or e-mail Medical-info.uk@leo-pharma.com |
|
MSD |
All |
For information on the local status of product supply, healthcare professionals should, in the first instance, contact Alliance Healthcare Customer Care on 0330 100 0448. Alternatively, for supply related enquires, contact MSD Customer Services on 0199 245 2094 email: customerservice.msduk@msd.com or visit www.msd-uk.com/products/supply.xhtml. Medical Information related enquires should be directed to MSD Medical Information on 0199 246 7272, email: medicalinformationuk@msd.com. |
|
Norgine |
All |
If a pharmacy cannot obtain a Norgine product from their wholesaler, they should email ukisupport@norgine.com or contact our head office on 0189 582 6600. |
|
Novartis |
Entresto® 24/26mg, 49/51mg & 97/103mg Tegretol® liquid Tegretol® 100mg 200mg & 400mg tablets Tegretol® PR 200mg & 400mg tablets Ultibro® Breezhaler |
Products are only available via Alliance Healthcare and AAH Pharmaceuticals Ltd. Entresto® is supplied solely through AAH Pharmaceuticals Ltd. 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: https://www.aah.co.uk/s/signin Ultibro® is supplied solely through Alliance Healthcare. If you experience difficulties, please contact Alliance Emergency Order Line on 0330 102 8412. For assistance with any Novartis product please call Novartis Customer Care on 0845 741 9442 or e-mail novartis.customercare@novartis.com |
|
Novo Nordisk |
All |
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 Healthcare. To place an urgent order, please call Novo Nordisk Customer Care on 0800 023 2573 from 08.30-17.30 Monday-Friday (including Bank holidays), or email customercare@novonordisk.com |
|
Nutricia |
All |
If a pharmacy has difficulties in obtaining stocks of Nutricia Advanced Medical Nutrition products from Alliance Healthcare, they should contact Nutricia on 0122 571 1688 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 09.00 to 17.00 Monday-Thursday and 09.00 to 16.00 Friday. |
|
Otsuka |
All |
If you have difficulty in securing products for UK patients, please contact Otsuka Customer Services directly on 0203 747 5300 or email OPUKSC@Otsuka.co.uk |
|
Pfizer |
All |
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. Alternatively, you can email customer.services@pfizer.com The Pfizer Customer Service Team are available between 09.00 and 17.15 Monday – Friday. |
|
Roche |
All |
If the wholesaler can’t supply the product, you can contact Roche Customer Care on 0800 731 5711. Delivery will normally be made the next working day for orders received up until 16:00, dependent upon location. |
|
UCB |
All |
Products are supplied via Alliance Healthcare If a pharmacy is unable to obtain stock via Alliance Healthcare, they should contact UCB Cares at: 0175 377 7100 Alternatively please email UCBCares.UK@ucb.com |
|
Viatris UK |
Creon® |
Viatris UK has initiated a free Creon® customer service line dedicated to patients and healthcare professionals affected by Creon® supply constraint. The purpose of the service is to provide the most up to date information on the supply of Creon® The Creon® customer service line can be reached via 0800 808 6410. Operators will respond from the UK and handle enquiries in real time. The service will be active from Monday to Friday from 9:00 to 17:00. |
For more information on this topic please email comms.team@cpe.org.uk
