Comments and Complaints Procedure
We welcome any feedback you may have about our website, the services we provide or general comments. Please send your suggestions to Mohammed Farooq using the details on our contact page, and we will be happy to hear from you.
We aim to offer the highest quality of services to all our customers, be this online, or in-store and any feedback you give us can greatly help us to achieve a better service.
If you feel the issue can’t be resolved internally by speaking with us, we also operate a formal complaints procedure as part of the NHS system of dealing with complaints. Our procedure meets national criteria and 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.
PALS – PATIENT ADVICE AND LIAISON SERVICE
You may also seek advice from 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 they will call you back the next working day, or you can email them at [email protected]