Start at stage 1. Move to the next stage if your problem isn’t sorted or you’re unhappy with the response.

If you want to complain about a hospital pharmacy, you need to follow the complaints process for the Trust that runs the hospital.

Stage 1 - talk to a member of staff

If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or their manager. They may be able to sort things out for you.

Each pharmacy must have a complaints manager. Their chief executive or a partner must act as the ‘responsible person’ who makes sure complaints are dealt with properly. You can complain by letter, email or by talking to someone at the pharmacy.

For more information about the complaints procedures see the briefing note on the Pharmaceutical Services Negotiating Committee (PSNC) website.

PSNC NHS Complaints Procedure

The Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board – BOB ICB – handles concerns and complaints about primary care services it commissions and pays for.

These are:

  • GP surgeries
  • Dentists
  • Opticians
  • Pharmacy services.

NHS Frimley ICB employs and hosts the complaints teams working on behalf of six ICBs in the South East region, including BOB ICB.

A complaint about a BOB ICB service can be made by:

0300 561 0290

South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot, Hampshire, GU11 1AY

The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and other public organisations.

0345 015 403

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

The General Pharmaceutical Council (GPhC) is there to protect, promote and maintain the health, safety and wellbeing of members of the public by upholding standards and public trust in pharmacy.

The GPhC can give guidance on the following:

  • What to expect from your pharmacy
  • Buying medicines safely online
  • Raising concerns or a complaint about a pharmacy professional

020 3713 8000

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