More about our Complaints Procedure

We always aim to deliver excellent healthcare services for our patients in a friendly and compassionate manner. Whilst we always try our best, we realise that sometimes we don’t always get things right…

If you have concerns, suggestions or feedback about any of our pharmacies, we’d love to hear them and use the feedback as an opportunity to constructively improve our services. If necessary, we may take urgent action before resolving your complaint and this may mean having to contact other healthcare professionals.

We treat all complaints with dignity and respect. We’ll only discuss confidential information if it’s needed to resolve your complaint and never with a third party, unless they have your permission.

We will ensure that:

• You will receive a timely and appropriate response
• Your complaint is fully investigated
• You are treated with respect and courtesy
• We keep you informed with the progress of your complaint and the actions we are going to take
• We help you to understand our complaints procedure if needed

 How to get in touch

• Speak to the Pharmacy Manager in the branch.
• Email the branch directly.
• Send us a contact form above.
• Send an email to our deputy superintendent pharmacist, Jainil Patel: [email protected]

Complaints Policy – NHS Services

 If your complaint is about an NHS service, for example dispensing your NHS prescription, you may find the following information useful.

Your complaint will be acknowledged within 3 working days and an acceptable response period must be agreed with you. Your complaint will be dealt with in a timely manner. Usually this will be within 15 working days and no more than 40 working days.

If you are unhappy with how we handled your complaint, you can contact the local Integrated Care Board – please contact the pharmacy for more information.

If you’re not happy with your complaint outcome, you can contact the Parliamentary and Health Service Ombudsman (PHSO) by telephone: 0345 015 4033 or via https://www.ombudsman.org.uk/making-complaint

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.