Complaints Procedure

Speak to any member of our team in the pharmacy, call the branch, or email info@chemist-nearme.co.uk. Put it in writing if you would rather — however you raise it, it is treated the same way.

It helps if you can tell us what happened, when, which branch, and what you would like us to do. If you are complaining on behalf of someone else we will need their permission first, because their information is confidential.

We will acknowledge your complaint within three working days and give you the name of the person handling it. We aim to give you a full response within ten working days.

If it turns out to be more complicated than that, we will tell you why and keep you updated rather than leaving you waiting. Some things — a clinical matter needing the superintendent pharmacist’s review, for instance — properly take longer than ten days, and we would rather answer well than quickly.

Ask for it to be reviewed by our Superintendent Pharmacist, Sagar Shah (GPhC 2229882). Say that you are unhappy with the response you have had, and it will be looked at again by someone who has not dealt with it so far.

You do not have to come to us first, and you can go elsewhere at any point.

For NHS services, contact NHS England (england.contactus@nhs.net, 0300 311 22 33) or your local Integrated Care Board. Free, independent help with an NHS complaint is available from POhWER, the NHS Complaints Advocacy service.

If you are still unhappy after the NHS process, the Parliamentary and Health Service Ombudsman can review it (ombudsman.org.uk).

For concerns about our professional conduct or standards as a pharmacy, contact the General Pharmaceutical Council at pharmacyregulation.org — the regulator we are registered with.

For a concern about how we handled your personal information, see our Privacy Policy, or contact the Information Commissioner’s Office at ico.org.uk.

Every complaint is recorded and reviewed, and we look for the pattern rather than the individual mistake — if the same thing goes wrong twice, the process is wrong, not the person. Complaining does not affect the care you receive from us in any way.