Complaints

Our customer service complaints policy

We are committed to providing a high quality service to all the people who use our services, but if something goes wrong we need you to tell us about it. This will help us to learn from our mistakes and improve our standards — we see complaints, not as a nuisance, but rather as valuable feedback on the quality of our services. Our aim is to resolve complaints quickly, fairly, simply and confidentially, and to learn from them in order to improve our performance and prevent recurrences.

Equally if you have experienced great customer service from our organisation, or you feel someone deserves praise — let us know.

What are customer service complaints?

This procedure is designed to deal with complaints about the way in which the organisation carries out its work. For example, you may feel that a member of staff has been rude to you, or that your query has not been answered quickly enough.

What are not customer service complaints?

This procedure is not designed to deal with:

• Complaints about pharmacists and pharmacy technicians
• Complaints you may have about the outcome of a fitness to practise investigation or registration attempt
• Complaints about council policy. If you have a comment about our policies then the GPhC will be happy to receive this and it will be considered as part of policy development.

How to make a complaint?

If you have a customer service complaint you can contact our complaints manager by letter, e-mail, or by telephone. If you telephone, we will subsequently write a summary of what has been said and ask you to confirm this. When contacting us it would be helpful if you could provide:

• Your name, address, and how you would like us to contact you
• Details about what has led to your complaint
• The name of the person you were dealing with
• What you feel we can do to put things right

If you wish to, you can complete our   online complaint form  .　

You can email your complaint to feedback@pharmacyregulation.org.　

What happens next?

Once we receive your complaint, we will write to acknowledge your complaint within three working days. We may also ask you to confirm any aspect of your complaint which we are unclear about, and/or provide further details. To view our complaints procedure in detail please see our complaints procedure page.