A complaint may be made by:

• A patient receiving our services
• Someone affected by our services
• A representative acting on behalf of a patient

Where someone is acting on behalf of another person, we may need written consent or evidence that they are authorised to act on that person's behalf.

Step 1: Acknowledgement

We aim to acknowledge your complaint within 3 working days.

Step 2: Discussion and investigation

We may contact you to:

• clarify the nature of your concerns
• request additional information
• discuss how your complaint will be handled
• agree expected response times where appropriate

NHS complaint guidance expects organisations to discuss how complaints will be handled and communicate expected timescales.

Step 3: Resolution

We will investigate your complaint thoroughly and provide a response as quickly as possible.

We aim to provide a final response within 20 working days, although more complex investigations may take longer.

If delays occur, we will keep you informed of progress.

All complaints are handled confidentially and in accordance with our privacy and data protection procedures.

Making a complaint will not affect the care, advice or services you receive from us.

We recommend making complaints as soon as possible after an incident occurs.

Complaints are generally expected to be raised within 12 months of the event occurring or of becoming aware of the issue.

We regularly review complaints, feedback and incidents to identify trends and improve our services, systems and patient experience.

If you remain dissatisfied after we have responded, further support may be available.

Parliamentary and Health Service Ombudsman

Website: https://www.ombudsman.org.uk
Telephone: 0345 015 4033

The Parliamentary and Health Service Ombudsman provides an independent review process for unresolved NHS complaints.

General Pharmaceutical Council (GPhC)

The General Pharmaceutical Council regulates pharmacies and pharmacy professionals in Great Britain.

Please note that the GPhC does not usually investigate routine customer service issues but may investigate concerns relating to patient safety or professional conduct.

Website: https://www.pharmacyregulation.org
Telephone: 020 3713 8000