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.
Stage 2 - contact the pharmacy Complaints Manager
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.
Stage 3 - contact NHS England
NHS England handle concerns or complaints relating to directly commissioned services or services provided by NHS England. This would include primary care (GPs, dentists, pharmacists and optometrists).
A complaint can be made by:
0300 311 22 33
NHS England, PO Box 16738, Redditch, B97 9PT
In British Sign Language (BSL): BSL users can talk to us via a video call to a BSL interpreter.
Stage 4 - write to the Parliamentary and Health Service Ombudsman
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