Complaints Procedure

We want everyone who uses the pharmacy to be happy with the care they receive. If something has gone wrong, please tell us. Complaints help us put things right and improve the service for everyone.

How to complain

You can raise a complaint in whichever way suits you best:

• In person — ask to speak to the pharmacist on duty.
• By phone — call us on 01995 607399.
• By email — write to pharmacy.fjd50@nhs.net.
• In writing — Kepple Lane Pharmacy, Garstang Medical Centre, Kepple Lane, Garstang, PR3 1PB.

Please give us as much detail as you can, including what happened, when it happened and what you would like us to do about it.

What happens next

• We will acknowledge your complaint within three working days.
• We will look into it and give you a full response within ten working days.
• If we need longer — for example because someone involved is away — we will tell you why and agree a new date with you.

Complaining will never affect the care you receive from us.

Complaining on someone else's behalf

You can complain for someone else, but we will normally need their written consent before we can share information about their care with you.

If you are still unhappy

If we have not been able to resolve your complaint, you can take it further. This pharmacy is in England, so NHS complaints are handled under the NHS Complaints Regulations.

You can complain either to us directly or to the commissioner of the service. For pharmacy services this is normally NHS England, or the local Integrated Care Board. [Confirm whether complaints about this pharmacy go to NHS England or to Lancashire and South Cumbria ICB.]

• Healthwatch can give you free, independent help and point you to a local NHS complaints advocacy service.
• The Parliamentary and Health Service Ombudsman can review your complaint once we, or the commissioner, have had the chance to respond.
• The General Pharmaceutical Council regulates pharmacies and pharmacists, and can look at concerns about professional standards.

You can find the GPhC at pharmacyregulation.org and the Parliamentary and Health Service Ombudsman at ombudsman.org.uk.