To raise a concern, please contact a member of our Patient Support team and we will try to resolve the issue as quickly as possible. You can reach us via:
If we’re unable to resolve your concern, or you’re unhappy with our response, we can escalate your concern as a formal complaint.
How to make a complaint
To make an official complaint, please contact the Pharmacy management team in one of the following ways:
We take complaints very seriously, and aim to deal with issues promptly and in a caring and sensitive way. If we make a mistake, we learn from it and take steps to ensure it does not happen again.
You will not be treated differently as a result of making a complaint. All records of complaints are held confidentially and separately from your clinical records.
Please include how you would prefer us to respond — for example, via email, phone call, or a secure message via our digital platform.
We do everything possible to address complaints quickly and fairly, but it can be more difficult to resolve concerns raised more than six months after the issue occurred.
We’ll acknowledge your complaint within three working days. It will then be reviewed by the most appropriate member of the pharmacy management team.
You will receive a full response within 30 working days. If more time is needed, we will update you on progress and provide a revised timeline.
If you are not satisfied with the response, your complaint will be escalated to a senior member of the management team. You can request this at any stage. Please note that we may not be able to resolve complaints raised more than six months after our initial formal response.
Once escalated, the senior team will acknowledge receipt within three working days, and send a full response or update within 30 working days.
If you are raising a complaint on behalf of another person, we will require written consent from the patient. This is because we are committed to maintaining patient confidentiality.
The patient must send a signed consent letter (by post or scanned via email), which will be checked against the patient’s ID held on file.
If your complaint remains unresolved, you may contact the General Pharmaceutical Council:
The General Pharmaceutical Council
1 Lambeth High Street
London SE1 7JN
Telephone: 020 7572 2322
Website: www.pharmacyregulation.org