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Complaint Procedure

Making a complaint

If you feel the issue you wish to complain about can be resolved with us please contact us via telephone, email and ask to speak to the Superintendent Pharmacist: Tahira Fiaz or you can post a letter if you wish to.

Alternatively we also operate a complaints procedure as part of the NHS system of dealing with complaints. Our procedure meets national criteria & Our Pharmacist can give you further information.

The NHS has its own complaints procedure, which is always the first step for any complaint. You can find detailed information about the NHS complaints procedure on NHS Choices.

You can also raise your concerns by getting in touch with regulatory bodies, such as the Care Quality Commission. Read more about this in other options for complaints.

Should you wish to complaint to NHS England there details are as follows:-

NHS England Complaints facility:

By post to: NHS England, PO Box 16738, Redditch, B97 9PT.

By email to:

By telephone: 0300 311 22 33. Opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. Closed on bank holidays.

PALS – Patient Advice and Liaison Service

You may also seek advice form your local Patient Advice and Liaison Service (PALS). PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or they can tell you more about the complaints procedure and independent complaints advocacy services.

ICAS – Independent Complaints Advocacy Service

If you need advice and support in making your complaint, please contact the Independent Complaints Advocacy Service (ICAS), who can offer assistance to people who want to complain about the NHS. ICAS can be contacted on 0300 4568349.

The Advocacy Support Centre is open from 9am – 5pm Monday, Tuesday Wednesday and Friday, and from 9am to 7pm on Thursdays. Outside these hours you will be able to leave a message and we will call you back the next working day, or you can email us at