Patient rights

Complaints Procedure

We are committed to providing the highest standard of care. If something has fallen short, we want to hear from you and put it right.

Not for urgent medical matters. If you or someone else is at risk, call 999or visit your nearest A&E. For urgent but non-emergency health advice, call 111.

1. Our commitment

Lord Street Pharmacy is a GPhC-registered pharmacy and we are committed to maintaining the highest professional standards. We recognise that, despite our best efforts, things can occasionally go wrong.

If you have a concern or complaint, we want to hear from you. We take all feedback seriously and use it to improve the care and services we provide. Your complaint will always be handled with fairness, confidentiality, and respect.

Making a complaint will not affect your access to services or the care you receive from us, now or in future.

2. How to raise a concern

You can raise a concern or complaint by any of these methods:

By phone

12345 567 778

By email

admin@lordstreetpharmacy.co.uk

In person

Speak to any member of staff at the pharmacy

Please provide as much detail as possible: your name, contact details, the date of the incident, and a description of your concern. This helps us investigate thoroughly and respond promptly.

If you would prefer someone to act on your behalf (a carer, relative, or advocate), please let us know. We may ask for written consent depending on the nature of the complaint.

3. Our process

All complaints are handled by our Superintendent Pharmacist, Waqas Hanif, or a designated member of our management team.

1
Contact us directly
Immediately
Raise your concern in person, by phone, or by email. Many issues can be resolved quickly at this stage.
2
Formal acknowledgement
Within 3 working days
We will send a written acknowledgement confirming we have received your complaint and the name of the person handling it.
3
Investigation
Within 10 working days
We will investigate fully and aim to provide a written response. If we need more time, we will tell you and keep you updated.
4
Final response
Within 40 working days
We will provide a final written response explaining what we found, any actions taken, and what you can do if you remain dissatisfied.

Complaints should be made as soon as possible after the event concerned, and in any case within 12 months of the incident or of becoming aware of the problem.

4. External bodies

If you are not satisfied with our response, or if you prefer to raise your concern directly with an external body, you may contact one of the following:

General Pharmaceutical Council (GPhC)

If your complaint relates to a pharmacist or pharmacy technician's fitness to practise, or the standards of the pharmacy.

Raise a concern with GPhC

NHS England

If your complaint relates to NHS services provided through us.

Contact NHS England

Parliamentary and Health Service Ombudsman (PHSO)

If you have exhausted the local complaints process and are still not satisfied.

Contact PHSO

Information Commissioner's Office (ICO)

If your complaint relates to how we handled your personal data.

Contact ICO

5. Confidentiality

All complaints are treated in the strictest confidence. Information about your complaint is only shared with those who need to be involved in investigating and resolving it.

Records of complaints are stored securely and retained for 8 years in line with GPhC requirements. For full details on how we handle your personal data, see our Privacy Policy.

6. Learning and improvement

We review all complaints as part of our commitment to continuous improvement. Where we identify that we have made an error or fallen short of our standards, we will:

Apologise sincerely and without reservation
Explain what went wrong and why
Tell you what we have done or will do to prevent it happening again
Offer a remedy where appropriate

We report anonymised complaint themes and learning outcomes to our GPhC inspection and internal quality review processes.