We're here to listen
We are committed to providing high-quality NHS services at our pharmacy. If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know so we can investigate and improve.
How to Make a Complaint
In person
Speak to a member of our team.
In writing
Send a letter to the pharmacy.
By phone or email
Contact us using our usual contact details.
What Happens Next
Acknowledgement
We will acknowledge your complaint in writing within 3 working days (England). We'll offer to discuss how you'd like your complaint to be handled and agree on a timeframe for a response.
Investigation
Our Complaints Manager will look into the issue. We may need to speak with you and any staff involved to fully understand what happened.
Response
Once the investigation is complete, we'll send you a written reply from our Responsible Person. This will include an explanation of what we found, any actions we've taken to put things right, and confirmation of any changes made to prevent future issues. We aim to respond as soon as possible, but within 6 months at the latest (England & Wales).
If You're Still Not Satisfied
You can escalate your complaint to:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.ukYou can also seek support from:
- Patient Advice and Liaison Service (PALS)
- NHS Complaints Advocacy Service: nhscomplaintsadvocacy.org
Your Feedback Matters
All complaints are taken seriously and help us improve our services. A summary of complaints and actions taken is reported annually and is available on request.
Contact Us