Complaints Procedure
1. Purpose
This procedure explains how patients, carers, and members of the public can raise concerns or complaints about the services provided by our NHS Distance Selling Pharmacy, and how those complaints will be handled fairly, promptly, and confidentially. We are committed to learning from complaints and using feedback to improve our services.
2. Scope
This procedure applies to all services provided by the pharmacy, including (but not limited to):
- Supply of NHS and private prescriptions
- Online, telephone, and postal services
- Delivery of medicines
- Advice and information provided by pharmacy staff
This procedure applies to all pharmacy staff, including pharmacists, pharmacy technicians, and support staff.
3. Our Commitment
We aim to:
- Make it easy to complain
- Treat complaints seriously and respectfully
- Investigate complaints thoroughly and impartially
- Respond in a clear, timely, and honest manner
- Use complaints to improve the quality and safety of our services
Raising a complaint will not affect the care or service you receive from us.
4. How to Make a Complaint
4.1 Informal Resolution
Where possible, we encourage patients to raise concerns as soon as they arise. Many issues can be resolved quickly and informally by contacting our customer support team.
Concerns can be raised:
- By telephone
- By email
- In writing
Staff will make every effort to resolve the issue promptly and to your satisfaction.
4.2 Formal Complaint
If the issue cannot be resolved informally, or if you prefer to make a formal complaint, you may do so in writing or by email. Complaints should ideally be made within 12 months of the event giving rise to the complaint, or within 12 months of becoming aware of the issue.
Please include:
- Your name and contact details
- Details of the complaint
- Dates, times, and names of staff involved (if known)
- What outcome you are seeking
Complaints may be made by a representative on your behalf, provided we have your consent.
5. Handling of Complaints
5.1 Acknowledgement
We will acknowledge receipt of your formal complaint within 3 working days, confirming who will be handling it and the expected timescale for a response.
5.2 Investigation
Complaints will be investigated by the Superintendent Pharmacist or an appropriate senior member of staff not directly involved in the matter. The investigation may include:
- Reviewing records and procedures
- Speaking with staff involved
- Contacting you for further information or clarification
5.3 Response
We aim to provide a full written response within 20 working days. If the investigation is likely to take longer, we will keep you informed and explain the reasons for the delay.
Our response will include:
- A summary of your complaint
- The findings of the investigation
- Any actions taken or planned
- An apology where appropriate
6. Confidentiality
All complaints are handled confidentially in line with data protection legislation. Information will only be shared with those involved in investigating or responding to the complaint.
7. Learning and Improvement
All complaints are recorded and reviewed to identify trends and learning opportunities. Where appropriate, changes will be made to policies, procedures, or staff training to improve our services.
8. If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may request a further review by the Superintendent Pharmacist.
You also have the right to escalate your complaint to:
NHS England (For complaints about NHS pharmaceutical services) You may also contact the Parliamentary and Health Service Ombudsman (PHSO) if you remain dissatisfied after receiving a final response.
9. Support and Advocacy
If you would like independent help making a complaint, you can contact your local NHS Complaints Advocacy Service, which provides free, confidential, and independent support.
10. Review of This Procedure
This complaints procedure is reviewed regularly and updated as necessary to ensure compliance with NHS requirements and best practice.
Last reviewed: December 2025
Next review due: December 2026
Superintendent Pharmacist: Tanzim Ahme
