Have been using this company for a few years now but sadly they have discontinued my favourite moisturising cream. Cant understand why as it is often sold out.
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I Honestly can’t recommend Proto-col skincare enough! My skin has always been one of my major flaws, where I’m incredibly conscious without make-up! This stuff is incredible!! A bit of sunshine combin... See more
Company replied
ordered Collagen from this company during Black Friday. When I messaged the representative to change my order from Bovine Collagen to Marine Collagen, she told me she would update my Subscription pr... See more
Bought the eye lift cream only to find it dried like egg white on my face I had a beautician watch the video as I thought I was using it the wrong way, but the same happened when she applied it. I sen... See more
Company replied
Company details
Written by the company
Proto-col is a brand of health and beauty products manufactured in the UK by On-Group Ltd. Based in Bradford-on-Avon, proto-col is a truly British brand - we believe in producing products which deliver luxury formulations, made with the best quality ingredients at affordable prices.
Contact info
Unit 5, Brook Lane, BA13 4ES, Westbury, United Kingdom
- 0333 000 7788
- info@proto-col.com
- www.proto-col.com
3.3
Average
2K reviews
Replied to 66% of negative reviews
Typically takes over 1 month to reply
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Loved the products, sadly now discontinued
Have been using this company for a few years now but sadly they have discontinued my favourite moisturising cream. Cant understand why as it is often sold out.
February 24, 2026
Unprompted review
Be careful
ordered Collagen from this company during Black Friday. When I messaged the representative to change my order from Bovine Collagen to Marine Collagen, she told me she would update my Subscription preferences as part of a membership. I clearly said I didn’t want any kind of membership and that nothing about a subscription was mentioned in the advertisement. Instead of addressing that, she cancelled my entire order without asking me first.
When I wrote back and said that I still wanted to try the product, she never responded again. So it’s probably a good idea to double-check by email what exactly they are signing you up for without your consent.
December 1, 2025
Unprompted review
Poor value
What started as a good price has not only incresed substantially, but also the dosage required is now 5 from 4 to obtain same dosage.
It is now no cheaper than many others which constantly come highly recommended in independent reviews.
August 18, 2025
Unprompted review
Reply from Proto-col
Thank you for taking the time to share your feedback.
We understand your concerns regarding pricing and dosage changes. From time to time, product formulations and recommended serving sizes are updated to reflect ongoing research, manufacturing standards and ingredient sourcing, while continuing to maintain the quality and effectiveness of our products.
We always aim to remain competitively priced while using high-quality, clinically researched ingredients, and we appreciate that value is an important factor when choosing supplements.
If you would like further information about the current formulation or dosage guidance, our customer care team would be happy to assist.
Best wishes,
Proto-col
Great products and customer service
Great products and customer service!
I am allergic to lanolin and perfumes so am really pleased to find this one and ordering and delivery has been smooth. 🥰🥰
Thank you for producing such great products!
October 22, 2024
Unprompted review
Reply from Proto-col
Thank you so much for your lovely feedback!
We’re delighted to hear that our products have been a good fit for you and that you’ve had a positive experience with both ordering and delivery. Creating high-quality formulations that are suitable for sensitive skin is extremely important to us, so it’s wonderful to know this has made a difference for you.
Thank you for choosing Proto-col and for taking the time to share your experience — we truly appreciate your support.
Best wishes,
Proto-col
This serum is packed with potent…
This serum is packed with potent ingredients, and it visibly reduces fine lines and wrinkles. The formula is silky smooth and absorbs rapidly, making it easy to layer with other products.
August 9, 2024
Unprompted review
Reply from Proto-col
Thank you so much for your lovely feedback!
We’re delighted to hear that you’re enjoying the serum and have noticed visible improvements in your skin. Our formulations are carefully developed using high-quality, effective ingredients, so it’s wonderful to know the texture, absorption and results are working well for you.
Thank you for choosing Proto-col and for taking the time to share your experience.
Best wishes,
Proto-col
Protocol will always be my choice for…
Protocol will always be my choice for supplements for skin and health maintenance.
Great products❤️ to order more in the future.
July 11, 2024
Unprompted review
Reply from Proto-col
Thank you so much for your wonderful feedback! ❤️
We’re delighted to hear that Proto-col is your go-to choice for skin and health support. Your continued trust and support truly mean a lot to us, and we’re so pleased you’re enjoying the results from our products.
We look forward to supporting your wellness journey for many years to come.
Best wishes,
Proto-col
Live help
I called 3 times to adjust my dogs collars GPS. All of the people I spoke with were kind and understanding. They knew what to do. They took the time and walked me thru the steps twice since I have 2 collars. I love that I can call and talk to a live person to get the help I need. Tiffany was very understanding today on my frustration, but worked with me to get it fixed.
May 7, 2024
Unprompted review
Reply from Proto-col
Thank you for your review.
We believe this feedback may have been left in error, as Proto-col does not sell GPS collars or pet tracking products, and this experience does not relate to our services or product range.
If you intended to review a different company, we kindly recommend updating or reposting your review on the correct business profile.
Should you have any questions about Proto-col products, our customer care team would be happy to help.
Best wishes,
Proto-col
Terrible customer service
Terrible customer service. Didn't receive my order which cost almost £80! Treated extremely shabbily especially as a vulnerable person. Would give a zero star rating if it was available also terrible service today
PS
I DIDN'T RECEIVE MY ORDER AND THE HMM RESPONSE JUST HIGHLIGHTS THE DISGUSTING ATTITUDE OF THE COMPANY I ASKED FOR A REFUND BECAUSE I DIDN'T RECEIVE MY ORDER
I replied to their reaction to my review in October 2025, WHY ARE THEY STILL BOTHERING ME? THIS IS RIDICULOUS AND UPSETTING!!
Seriously don't understand why they're so obsessed with my review! Just wish they would leave me alone!
April 17, 2024
Unprompted review
Reply from Proto-col
Thank you for your feedback.
We’re very concerned to read your comments, however we’ve been unable to locate any order, customer account or correspondence matching the details provided in this review.
If you have placed an order with Proto-col, please contact our customer care team directly with your order reference number and the email address used at checkout so we can investigate this urgently and resolve the matter appropriately.
We take delivery issues seriously and are always happy to assist genuine customers once we have the relevant information.
Best wishes,
Proto-col
I like their collagen capsules.
I like their collagen capsules and find that they do help me. I prefer capsules as I find them more convenient and do not forget to take them. Would recommend this company.
April 12, 2024
Unprompted review
Reply from Proto-col
Thank you so much for your lovely feedback!
We’re delighted to hear that you’re enjoying our collagen capsules and finding them both effective and convenient to use. Making supplementation simple and easy to maintain is something we really focus on, so it’s great to know this works well for you.
Thank you for recommending Proto-col — we truly appreciate your support.
Best wishes,
Proto-col
Do not use the company they kept…
Do not use the company they kept sending me emails to subscribe , it didn't. Now they have subscribed for me WITHOUT MY CONSENT. they have started send their product to me without me ordering it. I'm sure that is illegal as I didn't give consent. Rob Dogs please do not use.
Now they have said I accidentally signed for a subscription. Check you accounts to ensure they are not taking money of you illegally.
December 13, 2023
Unprompted review
Reply from Proto-col
Thank you for taking the time to leave a review.
We’re sorry to hear about your experience. However, we’ve been unable to locate any record of an order or customer account matching the details provided.
If you could please contact our customer care team directly with your order number and registered email address, we’ll be happy to look into this further and assist you.
Thank you for bringing this to our attention.
Best wishes,
Proto-col
This cosmetics store's cushion has…
This cosmetics store's cushion has revolutionized my makeup routine. The comfort, coverage, and flawless finish it provides make it an essential product in my collection. I highly recommend this cushion to anyone in search of a reliable and high-performing makeup base.
July 12, 2023
Unprompted review
If you're looking for a cosmetics store…
If you're looking for a cosmetics store with a diverse selection of products, look no further. This store offers a wide variety of cosmetics, including skincare, makeup, and haircare items, allowing you to build your perfect beauty collection.
June 27, 2023
Unprompted review
I so ABSOLUTELY endorse these collagen capsules
The Pure Collagen Capsules (2500mg) (90 day subscription, 3 packs) are such good value with the saving you get. I so ABSOLUTELY endorse these collagen capsules and my skin, hair and nails are benefitting by looking and feeling so healthy as I enter my forties. I can't stop now and hope to be saying this again in 10 years time. Would my skin, hair and nails remain so healthy if I stopped the capsules? I don't want to take the chance!
Posted on behalf of the customer (Jodie).
April 24, 2023
Unprompted review
After seeing an add and reading some…
After seeing an advert and reading some reviews, I was excited to try the eye lift. However, I must say it’s made my eyes worse! After the tightness, the under eye area was hurting and really sore. I’m going to stop using it straightaway! :-(
December 14, 2022
Unprompted review
Tried the eye lift product
Tried the eye lift product. Was amazed by the instant results. However after an hour when applying my makeup it basically fizzled.
May 15, 2022
Unprompted review
Reply from Proto-col
Thank you for taking the time to share your feedback.
We’re pleased to hear you experienced the immediate tightening effect from the Eye Lift product. The instant results are designed to provide a temporary cosmetic tightening effect, which can vary depending on skin type, skincare routine and makeup application.
For best results, we recommend applying a very thin layer to clean, dry skin and allowing it to fully set before applying any additional products. Using minimal makeup and gently patting rather than rubbing can also help maintain the effect for longer.
If you’d like personalised application advice, our customer care team would be happy to help.
Best wishes,
Proto-col
Unexpected added Bulking Agent!
Purchased collagen capsules 2500mg on their website, good price with subscription. I had previously used the same product but had purchased from a different supplier, Ideal World. Excellent results after taking for about 3 months, plumper skin and better nails. My only query was the added ingredient in the capsules, (Bulking Agent, rice flour), which I received from the protocol website. The pouches I received had a sticky label placed over the original ingredients list with the updated Bulking Agent added. Why has this been added to a capsule that has always been ‘pure’ collagen. This was not listed on their website and is misleading for those who wish not to consume bulking agents. I contacted protocol on two occasions by email and telephone and was told someone would ring or email me, this has not happened. Based on this experience, nil poi, for customer queries.
May 11, 2022
Unprompted review
Reply from Proto-col
Thank you for taking the time to share your feedback.
We’re pleased to hear you experienced positive results from using our collagen capsules and appreciate you raising your concerns regarding the ingredient listing.
To clarify, the rice flour included in the capsules is used in very small quantities as a standard pharmaceutical-grade flow agent to support capsule consistency and manufacturing stability. This does not impact the collagen content or its effectiveness. We apologise if the updated labelling caused any confusion and understand the importance of full transparency when it comes to ingredients.
We’re also sorry to hear that you did not receive a follow-up from our customer care team as expected. This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
If you would be happy to contact us again directly, we would welcome the opportunity to address your query properly and ensure your concerns are fully resolved.
Best wishes,
Proto-col
Terrible eye lift cream
Bought the eye lift cream only to find it dried like egg white on my face I had a beautician watch the video as I thought I was using it the wrong way, but the same happened when she applied it. I sent emails to the company requesting a refund for both the opened one and one I had not opened but got no reply. I have returned both items today by registered post hopefully I will get my refund it’s just a shame no one from the company replied to my emails
May 9, 2022
Unprompted review
Reply from Proto-col
Thank you for taking the time to share your feedback.
We’re sorry to hear about your experience with the Eye Lift Cream and understand how disappointing this must have been. The product contains tightening agents designed to create a visible lifting effect, which can cause a temporary film-like finish if too much product is applied or if it has not been fully absorbed before other products are used.
We’re also concerned to hear that you did not receive a response to your emails, as this is not the level of service we aim to provide. If you have now returned the items by registered post, our customer care team will review this as soon as the return is received and processed in line with our returns policy.
If you would like to follow up directly, please contact our support team with your order reference so we can assist you further.
Best wishes,
Proto-col
After placing my order
After placing my order, I then requested a reduction in the quantities I had ordered within an hour of placing the order. I received an email the following day to say "that unfortunately the order could not be altered and if required I could return the additional products I did not require" at my cost. This was 30 hours before the order was even dispatched for post, why the order could not have been changed before posting is strange in my opinion.
December 22, 2021
Reply from Proto-col
According to our records you placed your order on 20/12/2021 at 00:10. The order was shipped at 08:11 the same day, so we’re uncertain as to how you arrived at the conclusion that 30 hours had passed between placing the order and it being shipped.
Unfortunately once an order has been shipped we are only able to offer a no-cost return in the event that the order arrives damaged, which is not what occurred in this case.
We’re sorry for any inconvenience caused, however we do not believe we were at fault, particularly as the claim of 30 hours having elapsed between order and dispatch is provably inaccurate.
Amazing Service
I have never dealt with a company with such an amazing Customer Service. Olga is quick to reply and so helpful. 100% trust, which is what you want from a company. Thank you so much
September 26, 2021
Unprompted review
Many thanks to Olga for the quality of…
Many thanks to Olga for the quality of her service. She kept me regularly informed of the follow-up to my request and the problem was resolved as soon as possible.
I wish her all the best.
September 9, 2021
Unprompted review
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