Complaints Procedure

Health Check Pharmacy is committed to providing high-quality pharmacy services. We take all complaints seriously and aim to resolve them promptly, fairly and in confidence. This procedure applies to all NHS and private services we provide.

Our Commitment

We will:

• Acknowledge your complaint within 3 working days
• Investigate thoroughly and impartially
• Respond fully within 20 working days (or keep you informed of any delay)
• Apologise where appropriate and explain what went wrong
• Tell you what we have done or will do to prevent recurrence
• Keep your complaint confidential

How to Make a Complaint

You can raise a complaint in any of the following ways:

In Person

Speak to any member of our team or ask to speak with the pharmacist on duty. We can often resolve concerns quickly and informally at this stage.

In Writing

Write to our superintendent pharmacist at the pharmacy address. Please include your name, contact details, a clear description of your complaint, the date(s) concerned, and any supporting information.

By Email

Email us using the address shown on our Contact page. Please mark your email 'Complaint — Private & Confidential'.

What Happens Next

1. We acknowledge your complaint in writing within 3 working days.
2. Our superintendent pharmacist or a nominated deputy investigates.
3. We may contact you for further information during the investigation.
4. We send a full written response within 20 working days.
5. If we need more time, we will write to explain and give an updated timescale.

If You Are Not Satisfied

If you are unhappy with our response, you can escalate your complaint to:

• NHS England — for complaints about NHS services: nhsengland.nhs.uk or 0300 311 22 33
• The Parliamentary and Health Service Ombudsman (PHSO) — phso.org.uk or 0345 015 4033
• The General Pharmaceutical Council (GPhC) — gphc.org.uk — for concerns about professional standards
• The Care Quality Commission (CQC) — cqc.org.uk — for concerns about regulated activities

Complaining on Behalf of Someone Else

If you are complaining on behalf of a patient, we may need their written consent to share information with you, in order to protect patient confidentiality. We will let you know if this is required.

Learning From Complaints

All complaints are reviewed by our superintendent pharmacist. Where appropriate, we use complaints to improve our systems, training and procedures.

Last updated: June 2025