Complaints procedure

Tell us if something goes wrong

We want to know when we have not got things right. Most concerns can be sorted out quickly by speaking to the pharmacist on duty in the pharmacy or by calling us on 023 8077 1211. You can also write to us at the address above.

Complaints are handled by the Superintendent Pharmacist, Pavani Mamullapally. You can complain on behalf of someone else if they have given their consent.

What happens next

• We acknowledge written complaints within 3 working days.
• We investigate what happened and give you a full written response, normally within 20 working days. If it will take longer we will keep you updated.
• We explain what we found, apologise where we got it wrong and tell you what we are changing so it does not happen again.
• Complaints are recorded separately from your patient record and will never affect the care you receive.

Please raise a complaint within 12 months of the event, or of becoming aware of it.

If you are not happy with our response

For NHS services you can contact NHS England, or ask the free, independent NHS Complaints Advocacy service in Hampshire to help you. If you remain unhappy, the Parliamentary and Health Service Ombudsman can review your complaint.

Concerns about the conduct of a pharmacy or pharmacist can be raised with the General Pharmaceutical Council, our regulator (premises no. 1031890).