Complaints Policy
1. Our Commitment
At Harley Pharmacy, we always aim to deliver the highest standard of pharmaceutical care and customer service. We are committed to providing safe, effective, and compassionate pharmacy services to all our patients and customers.
1.1 We value your feedback and have a positive attitude to receiving comments, suggestions, and complaints from our patients and customers.
1.2 We believe that complaints provide valuable learning opportunities that help us to improve our services and ensure we continue to meet the needs of our patients.
1.3 If you have a concern or complaint about any aspect of our service, we want to hear from you so that we can:
- Provide an explanation for what has happened
- Put things right where possible
- Learn from the experience to prevent similar issues in the future
- Continuously improve the quality of our services
1.4 We will treat all complaints with dignity, respect, and confidentiality. We will handle your complaint fairly, promptly, and professionally.
2. Objectives
Harley Pharmacy’s complaints procedure aims to:
2.1 Provide the fullest possible opportunity for investigation and resolution of a complaint that satisfies the complainant while being scrupulously fair to our staff.
2.2 Ensure prompt response and quick resolution of complaints.
2.3 Focus on making improvements in service delivery in response to suggestions, compliments, and complaints rather than apportioning blame among staff.
2.4 Ensure that patients are aware of how to make a suggestion, complaint, or pass on a compliment.
2.5 Encourage staff and pharmacists to listen to and engage with those who have a complaint or compliment.
2.6 Comply with all regulatory requirements including those set by the General Pharmaceutical Council (GPhC) and NHS England.
2.7 Maintain a record of all complaints and the actions taken to resolve them.
2.8 Use complaints data to identify trends and drive service improvements.
3. Roles and Responsibilities
3.1 Complaints Manager
Harley Pharmacy has designated [Name] as the Complaints Manager, who has overall responsibility for ensuring that complaints are handled appropriately and in accordance with this policy.
Contact details:
- Email: enquiries@hssh.health
- Phone: +44 (0)20 4513 2244
- Address: 18-22 Queen Anne Street, London, W1G 8HU
3.2 All Staff
All staff and pharmacists are prepared to receive complaints and comments from patients and customers and to assist with investigating complaints. Our team is trained to:
- Listen carefully and empathetically
- Remain calm and professional
- Record complaints accurately
- Escalate complaints to the Complaints Manager where appropriate
- Maintain confidentiality
3.3 Superintendent Pharmacist
The Superintendent Pharmacist oversees the complaints process and ensures compliance with professional and regulatory standards.
4. How to Make a Complaint
4.1 You can make a complaint in the following ways:
In Person
- Speak to any member of our pharmacy team
- Ask to speak to the pharmacist on duty
- Request to speak to the Complaints Manager
By Phone
- Call us on +44 (0)20 4523 2244
- Ask to speak to the Complaints Manager
- Our phone lines are open Mon-Fri 7am-8pm
By Email
- Email us at complaints@harleypharmacy.co.uk
- Please include your contact details and order/prescription reference if applicable
By Post
Write to:
Complaints Manager
Harley Pharmacy
18-22 Queen Anne Street
London
W1G 8HU
Online
- Use the complaints form on our website: www.harleypharmacy.co.uk/complaints
- Submit feedback through your online patient account
4.2 When making a complaint, please provide:
- Your name and contact details
- Details of the issue or concern
- When and where the issue occurred
- What you would like us to do to resolve the issue
- Any supporting documentation or evidence
4.3 If you would prefer, you may ask someone to complain on your behalf. This could be:
- A relative or friend
- An advocate or support worker
- A representative from a patient support organization
4.4 We will need your permission before discussing your complaint with anyone acting on your behalf to ensure we do not breach confidentiality.
5. Who Can Complain?
5.1 A complaint may be made by:
- A patient who has received services from us
- Any person who is affected or likely to be affected by our actions, omissions, or decisions
- A representative acting on behalf of a patient (with appropriate consent)
5.2 A representative can make a complaint where the patient:
- Has died
- Is a child under 18 years of age
- Is unable by reason of physical or mental incapacity to make the complaint themselves
- Has requested the representative to act on their behalf
5.3 We must be satisfied that when discussing a patient’s treatment with a third party, the person is authorized to speak on behalf of the patient to ensure we do not breach confidentiality.
5.4 We may require evidence of consent from the patient, unless circumstances are such that the patient cannot give consent.
6. What Happens Next?
Stage 1: Acknowledgement
6.1 When we receive your complaint, we will:
- Acknowledge receipt of your complaint within 3 working days
- Provide you with the name and contact details of the person handling your complaint
- Explain the complaints process and expected timescales
- Confirm what we understand your complaint to be about
6.2 The acknowledgement may be:
- In writing (letter or email)
- By telephone (if you have provided a phone number and indicated this is your preference)
Stage 2: Investigation
6.3 We will investigate your complaint thoroughly and fairly. This will involve:
- Gathering all relevant information and documentation
- Speaking to staff members involved
- Reviewing relevant records, procedures, and policies
- Considering your complaint from all perspectives
6.4 During the investigation:
- We may contact you for additional information
- We will keep you informed of progress
- We will complete the investigation as quickly as possible
6.5 If we need more time to investigate complex complaints, we will contact you to:
- Explain the reason for the delay
- Provide an updated timescale
- Keep you informed of progress
Stage 3: Response
6.6 We will provide you with a full written response to your complaint within 10 working days of receiving it.
6.7 Our response will include:
- A summary of your complaint
- The findings of our investigation
- An explanation of what happened and why
- An apology where appropriate
- Details of any action we have taken or will take
- Information about what to do if you remain dissatisfied
6.8 If our investigation shows that we have made a mistake or our service has fallen short of our usual standards, we will:
- Apologize sincerely
- Explain what went wrong
- Explain what we will do to put things right
- Explain what we will do to prevent the same thing happening again
Stage 4: Resolution and Learning
6.9 After providing our response, we will:
- Check that you are satisfied with our response
- Implement any agreed actions
- Review our procedures to prevent recurrence
- Share learning with relevant staff members
6.10 All complaints are recorded and reviewed regularly to identify:
- Recurring issues or patterns
- Areas for service improvement
- Training needs
- Updates required to policies and procedures
7. Timescales
| Action | Timescale |
| Acknowledgement of complaint | Within 3 working days |
| Full written response | Within 10 working days |
| Complex complaints (extended timeline) | Within 20 working days |
7.2 Working days are Monday to Friday, excluding public holidays.
7.3 If we cannot meet these timescales, we will:
- Contact you to explain the delay
- Provide a revised timescale
- Keep you regularly updated on progress
8. Your Rights – What to Do If You Are Still Not Satisfied
8.1 We hope that we can resolve your complaint to your satisfaction through our internal complaints procedure. However, if you remain dissatisfied, you have the right to escalate your complaint to external bodies.
NHS Complaints
8.2 If your complaint relates to an NHS service we provide, you can contact:
NHS England
Website: www.england.nhs.uk/contact-us/complaint/
Phone: 0300 311 22 33
Email: england.contactus@nhs.net
8.3 You can also contact your local Healthwatch organization for independent complaints advocacy:
Website: www.healthwatch.co.uk
They can provide free, confidential support to help you make a complaint.
General Pharmaceutical Council (GPhC)
8.4 If your complaint relates to professional standards or conduct, you can contact:
General Pharmaceutical Council
25 Canada Square
London
E14 5LQ
- Website: www.pharmacyregulation.org
- Phone: 020 3713 8000
- Email: info@pharmacyregulation.org
8.5 The GPhC regulates pharmacies and pharmacy professionals in Great Britain. They can investigate concerns about:
- Professional conduct
- Fitness to practise
- Pharmacy premises standards
Care Quality Commission (CQC)
8.6 If your complaint relates to the quality and safety of care, you can contact:
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
- Website: www.cqc.org.uk
- Phone: 03000 616161
Parliamentary and Health Service Ombudsman
8.7 If you have exhausted the NHS complaints process and remain dissatisfied, you can contact:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
- Website: www.ombudsman.org.uk
- Phone: 0345 015 4033
- Email: phso.enquiries@ombudsman.org.uk
8.8 The Ombudsman is independent and can review complaints about:
- NHS services
- Government departments
- Other public bodies
8.9 You must normally contact the Ombudsman within 12 months of the issue occurring or within 12 months of becoming aware of the issue.
Information Commissioner’s Office (ICO)
8.10 If your complaint relates to data protection or privacy, you can contact:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
- Website: www.ico.org.uk
- Phone: 0303 123 1113
- Email: casework@ico.org.uk
9. Confidentiality
9.1 We treat all complaints with confidentiality. We will only discuss confidential information:
- To the extent that is necessary to resolve your complaint
- With individuals who need to know in order to investigate
- Where we have legal or regulatory obligations to disclose
9.2 If we need to discuss your complaint with a third party, we will:
- Seek your consent first
- Ensure the third party is authorized to receive the information
- Only share information that is relevant and necessary
9.3 Records of complaints may need to be disclosed to:
- NHS England
- The General Pharmaceutical Council (GPhC)
- The Care Quality Commission (CQC)
- The Information Commissioner’s Office (ICO)
- The Ombudsman
- Legal representatives (where legal action is involved)
9.4 We will inform you if we need to disclose your complaint to any of these bodies.
10. Record Keeping
10.1 We keep a record of all complaints, which includes:
- Details of the complaint
- Date received
- Investigation notes
- Response provided
- Outcome and resolution
- Actions taken
- Any follow-up required
10.2 Complaint records are stored securely and retained in accordance with:
- Data protection legislation
- NHS retention schedules
- Professional regulatory requirements
10.3 We use complaints data to:
- Monitor trends and patterns
- Identify areas for improvement
- Demonstrate learning and service development
- Comply with regulatory reporting requirements
10.4 Where required, we will submit anonymized complaints data to NHS England and other regulatory bodies.
11. Zero Tolerance Policy
11.1 While we welcome feedback and complaints, we will not tolerate:
- Abusive, threatening, or violent behaviour
- Discriminatory language or behaviour
- Persistent or unreasonable complaints
- Vexatious complaints
11.2 If you behave inappropriately, we reserve the right to:
- Terminate the conversation
- Request that future contact is in writing only
- Refuse to continue to engage with the complaint
- Involve the police if criminal behaviour is suspected
11.3 This does not affect your right to raise legitimate concerns or complaints.
12. Compliments and Suggestions
12.1 We also welcome compliments and suggestions. If you have been pleased with our service or have ideas for how we can improve, please let us know:
- In person
- By phone: +44 (0)20 4513 2244
- By email: feedback@harleypharmacy.co.uk
- Through our website
12.2 Compliments are shared with relevant staff members to recognize excellent service.
12.3 Suggestions are reviewed by our management team and, where appropriate, implemented to improve our services.
13. Review and Monitoring
13.1 This Complaints Policy is reviewed annually to ensure it remains effective and compliant with current regulations.
13.2 The Complaints Manager provides regular reports to the Superintendent Pharmacist and senior management on:
- Number and nature of complaints received
- Response times and resolution rates
- Trends and patterns
- Learning and improvements implemented
13.3 Complaints data is discussed at team meetings to ensure shared learning across the organization.
14. Contact Details
If you need any help or have any questions about our complaints procedure, please contact:
Complaints Manager
Harley Pharmacy
18-22 Queen Anne Street
London
W1G 8HU
Email: enquiries@hssh.health
Phone: +44 (0)20 4513 2244
Website: www.harleypharmacy.co.uk/complaints
Opening Hours: Monday – Friday: 7am-8pm
Version 1.0 | Last Updated: October 2025
We are committed to resolving complaints fairly and promptly, and to using feedback to continuously improve our services.
Version 1.0 | Last Updated: October 2025
We are committed to resolving complaints fairly and promptly, and to using feedback to continuously improve our services.