Customer service feedback procedure

Investigating your feedback will usually involve the following steps:

  • We will write to acknowledge your feedback within three working days. We may also ask you to confirm any aspect which we are unclear about, and/or provide further details.
  • We will acknowledge any further information you provide at this stage within three working days and start to investigate your feedback.
  • We will speak to the member(s) of staff involved and ask them for their comments on the matters you have raised.
  • We will consider their reply and the information you have provided.

At this stage we may need to ask you for more information. In this case we would either write to or telephone you. Should we telephone we will check that you are happy to talk in this way — you do not have to do so.

After investigating your feedback we will send you a written explanation of what happened, details of how the situation has been or will be addressed, and the likely timescale for this where appropriate. This full response will usually be sent within fifteen working days of acknowledging your full feedback. If we have to change any of our timescales we will let you know and will explain why.

What happens if, at the end of this process, you are not happy with our response?

If you are not satisfied with our response to your feedback you should write to or email us again and say so. We will acknowledge your correspondence within three working days of receiving it. The relevant director will review the situation and then write to you giving you their final position on your feedback and their reasons. This will usually be sent to you within twenty working days.

If we have to change any of the timescales referred to we will let you know and will explain why.

What if you are still not satisfied with our response?

There are no further mechanisms in operation within the GPhC as part of this process and you should seek independent legal advice if you wish to take this matter further.

You can contact the Professional Standards Authority (PSA), which oversees the work of the GPhC and other health and social care regulatory authorities. The PSA’s contact details are as follows: Telephone: 020 7389 8030,   

Follow this link to find a copy of our complaints and feedback management policy.