Imagine being promised a life-changing solution to your weight loss journey, only to be left stranded without medication or a refund. This is the harsh reality for some customers of a Liverpool-based weight-loss drug firm, Dr. Frank’s Weight Loss Clinic, which has recently come under intense scrutiny. But here's where it gets even more concerning: the Care Quality Commission (CQC) has rated the firm as 'requires improvement' in critical areas like safety and leadership, following a staggering 50 formal complaints from frustrated customers.
Founded by leading consultant Professor Franklin Joseph, Dr. Frank’s operates both online and through a clinic on Liverpool’s historic Rodney Street, often referred to as the 'Harley Street of the North.' Despite its prestigious location and the promise of accessible weight-loss solutions, the firm has faced a barrage of criticism. Customers have reported being left without medication for months, struggling to contact customer service, and facing delays in receiving refunds. One customer, Diana Spencer from Preston, shared her ordeal with the ECHO, revealing she spent £168 on medication that never arrived, despite repeated attempts to contact the company.
But here’s the part most people miss: While the firm claims to have served over 40,000 customers and dispensed more than 100,000 prescriptions, the CQC’s report highlights systemic issues. The watchdog found that patients had complained about delayed or incorrect medicines, inaccessible customer service, and prolonged refund processes. Even more controversially, the firm reportedly outsourced some operations to the Philippines during a surge in demand, only to later lay off customer service staff in Liverpool due to a decline in patient demand. This raises questions about the company’s ability to manage its growth and maintain consistent service quality.
And this is where it gets controversial: The firm has attracted over 1,200 negative Trustpilot reviews, with customers expressing their dissatisfaction. However, the CQC noted that positive reviews on a 'non-validated opinion website' may have been incentivized, casting doubt on the company’s reputation. While Dr. Frank’s claims to have addressed these issues by restructuring its team and implementing new systems, many customers remain skeptical. For instance, Ali Morgan from Plymouth received incorrect doses of Mounjaro, a popular GLP-1 drug, and faced appalling customer service. She had to seek medication elsewhere, incurring additional costs.
Here’s the bigger question: Is Dr. Frank’s Weight Loss Clinic prioritizing profit over patient care? With national drug supply issues and a 170% price hike for Mounjaro by its manufacturer, Eli Lilley, the firm’s challenges are not entirely of its own making. However, the way it has handled these issues has left many customers feeling betrayed. The company’s spokesperson apologized 'unreservedly' and emphasized their commitment to patient safety, but the damage may already be done.
What do you think? Is Dr. Frank’s Weight Loss Clinic a victim of unforeseen circumstances, or is this a case of poor management and lack of accountability? Share your thoughts in the comments below. And if you’ve had an experience with the firm, whether positive or negative, we want to hear from you. Contact ECHO journalist Jon Blackburn at jon.blackburn@liverpoolecho.co.uk to share your story. The conversation doesn’t end here—let’s keep the dialogue going.
