Complaints procedure

Our commitment

At Press Pharmacy Ltd, we are committed to providing excellent service to all our customers. However, we understand that sometimes things don't go as planned. We take all complaints seriously and aim to resolve them quickly and fairly.

How to Make a Complaint

Step 1: Contact Us Directly

In the first instance, please contact us directly with your complaint. Most issues can be resolved quickly through direct communication.

Step 2: Formal Complaint

If you are not satisfied with the initial response, you may submit a formal written complaint. Please include:

• Your full name and contact details
• Order number or consultation reference (if applicable)
• A clear description of your complaint
• The date(s) of the issue
• What resolution you are seeking
• Any supporting documentation

What happens next

Acknowledgement

We will acknowledge receipt of your complaint within 3 working days. This will include the name of the person handling your complaint and an expected response timeframe.

Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing records, speaking with staff members, and gathering relevant information.

Response

We aim to provide a full response within 20 working days. If we need more time to investigate, we will keep you informed of progress. Our response will include:

• Our findings
• Any action we have taken or will take
• Information about further steps if you remain dissatisfied

If you remain dissatisfied

If you are not satisfied with our response, you may escalate your complaint to:

General Pharmaceutical Council (GPhC)

For complaints about pharmacy services or the conduct of pharmacy professionals:

Citizens Advice Consumer Service

For general consumer complaints:

Learning from Complaints

We use feedback from complaints to continuously improve our services. All complaints are logged and reviewed regularly to identify patterns and areas for improvement. Your feedback helps us serve all our customers better.

Superintendent Pharmacist (designate)

Our Superintendent Pharmacist (designate), Anand Sharma MRPharmS, has overall responsibility for pharmacy services and may be contacted directly for serious concerns about pharmacy services.