Complaints Procedure

We are committed to providing high-quality pharmacy services. If something goes wrong or you are unhappy with our service, we want to hear from you so we can put things right.

How to make a complaint

You can make a complaint by contacting us directly using any of the following methods:

What to include in your complaint

To help us investigate your complaint effectively, please include:

• Your full name and contact details
• A clear description of what happened
• When it happened (dates and times if possible)
• Any relevant order or consultation reference numbers
• What outcome you are hoping for

What happens next

Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it. We will let you know who is handling your complaint and how to contact them.

Investigation

We will investigate your complaint thoroughly. This may involve reviewing your records, speaking to staff members involved, and gathering any relevant information.

Response

We aim to provide a full response within 20 working days. If your complaint is complex and requires more time, we will let you know and keep you updated on progress.

Resolution

Our response will include:

• A summary of your complaint
• What we found during our investigation
• Whether your complaint is upheld, partially upheld, or not upheld
• Any actions we are taking as a result
• An apology if we got something wrong

If you're not satisfied

If you are not happy with our response, you can escalate your complaint to the following organisations:

General Pharmaceutical Council (GPhC)

The GPhC is the independent regulator for pharmacists and pharmacy technicians in Great Britain. You can raise concerns about the professional conduct or fitness to practise of pharmacy professionals.

Other external routes

Our final response will identify any other independent escalation route that applies to the subject and funding of your complaint. The Parliamentary and Health Service Ombudsman is not a general escalation route for privately funded healthcare.

Confidentiality

All complaints are handled confidentially. Information about your complaint will only be shared with those who need to know in order to investigate and respond appropriately.

Making a complaint will not affect the care you receive from us. We treat all patients fairly regardless of whether they have made a complaint.

Learning from complaints

We use complaints to improve our services. All complaints are reviewed to identify any patterns or areas where we can do better. Where appropriate, we will make changes to our procedures to prevent similar issues in the future.

Pharmacy details

This procedure is kept under review against applicable pharmacy, consumer and data-protection requirements. The escalation route available depends on the nature of the concern.