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Complaints Procedure

Making a complaint        

If you feel the issue you wish to complain about can be resolved with us please contact us and ask to speak to the Superintendent Pharmacist.

We operate a 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 General Pharmaceutical Council. Read more about this in other options for complaints.

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.

Find Your nearest Patient advice and liaison services (PALS) 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 pohwer@pohwer.net