At Chelsea Pharmacy, we aim to provide the highest standards of service and care. However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we welcome your feedback so we can put things right and improve in the future.
How to Make a Complaint
You can make a complaint in any of the following ways:
In Writing
Please send your complaint to:
Chelsea Pharmacy
Lower Floor, 61 – 63 Sloane Ave
London
SW3 3DH
By Telephone
Call us on: 0207 589 8776
Please ask to speak to the Pharmacy Manager.
By Email
Send your complaint to: i[email protected]
What to Include
To help us deal with your complaint quickly and effectively, please include:
- Your full name and contact details
- A clear description of your concern or issue
- The date and time the incident occurred
- Names of any staff involved (if known)
- What outcome you are seeking (if applicable)
What Happens Next
Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
Investigation
We will carry out a thorough investigation into your complaint. This may involve speaking with staff involved and reviewing relevant records.
Response
You will receive a full written response within 15 working days. If more time is needed, we will let you know and keep you updated.
If You’re Not Satisfied
If you are not satisfied with the outcome of your complaint, you can escalate it to the appropriate external body:
For NHS Services:
NHS England
Email: [email protected] (Subject line: “For the attention of the complaints team”)
Telephone: 0300 311 22 33
If you remain unhappy after NHS England’s response, you can contact the Parliamentary and Health Service Ombudsman (PHSO)
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033
Independent Complaints Advocacy:
You can contact your local Independent Complaints Advocacy Service (ICAS) for support in making a complaint about NHS services.
General Pharmaceutical Council (GPhC):
If your complaint involves professional conduct or patient safety:
Website: www.pharmacyregulation.org
Telephone: 0203 713 8000
Your Feedback Matters
We treat all complaints seriously and use them as an opportunity to learn and improve our services. Thank you for helping us to do better.
All complaints will be handled in the strictest confidence and in accordance with data protection law.
If required, we can provide this Complaints Procedure in alternative formats or languages on request.