How Do I Complain About a Pharmacy?

How Do I Complain About a Pharmacy?

At Time Pharmacy Keighley, we aim to provide every patient with safe, transparent, and respectful healthcare services.

However, if you ever feel that something has gone wrong—whether it’s a delay in service, unclear information, or a dispensing concern—you may be wondering how do I complain about a pharmacy. You have the right to raise a complaint and have it handled fairly and professionally.

This guide explains exactly how to complain about a pharmacy in the UK, who to contact, and what you can expect during the process.

1. Talk to Your Pharmacist First

Most pharmacy-related issues can be resolved quickly by speaking directly with your pharmacist.
If you are unhappy with any aspect of your experience for example, a delay in prescription collection, missing medicine, or unclear advice start by explaining your concern in person or in writing.

At Time Pharmacy Keighley, our pharmacists are trained to listen, explain, and resolve matters promptly in line with CQC fundamental standards. Often, a brief conversation can prevent misunderstandings and restore confidence in your care.

2. How to Make a Formal Complaint

If your concern isn’t resolved after speaking to the pharmacist, you can make a formal complaint.
The process depends on what the issue relates to:

A. NHS Pharmacy Service Complaint

If your complaint involves an NHS service for example, advice about medicines, prescription delivery, or the quality of care you received you can raise it with either:

✅ The pharmacy manager at Time Pharmacy, or

✅ The NHS England Customer Contact Centre.

They will ensure your case is investigated under the NHS Complaints Procedure.

B. Private Service or Conduct Concerns

If your concern relates to the behaviour, professionalism, or fitness to practise of a pharmacist  for instance, suspected unprofessional conduct you should contact the General Pharmaceutical Council (GPhC), which regulates pharmacists in Great Britain.

3. What Happens After You Submit a Complaint

✅ You will receive an acknowledgement confirming your complaint has been received.

✅ The complaint will then be reviewed by the relevant organisation (the pharmacy, NHS England, or the GPhC).

✅ You will be informed of any actions taken — this may include further investigation, staff retraining, or procedural updates to improve service quality.

At Time Pharmacy, we commit to responding to all written complaints within 10 working days wherever possible.

4. Independent Support and Advice

If you need free help making your complaint, you can contact the NHS Complaints Advocacy Service in your area.
They can help you write letters, explain your rights, and accompany you to meetings.

You may also contact the Parliamentary and Health Service Ombudsman if you are unsatisfied with how your complaint was handled by the NHS.

5. Advertising or Promotion Complaints

If your concern relates to how a medicine or pharmacy service is advertised, contact the Advertising Standards Authority (ASA).
This includes complaints about any promotional claim that may be misleading or breach MHRA regulations.

Our Promise at Time Pharmacy 

We value your feedback — positive or negative — as it helps us continually improve.
Every member of our team follows CQC, MHRA, and ASA compliance guidelines, ensuring that your care remains ethical, safe, and person-centred.

If you have a concern, please contact us directly. We will always listen, act professionally, and work towards a fair resolution.

Questions You Want To Know

✅ Who can I complain to about a pharmacy in the UK?
Start with your local pharmacy manager. If unresolved, contact NHS England (for service issues) or the GPhC (for professional conduct concerns).

✅ How long does it take to resolve a pharmacy complaint?
Most issues are handled within 10–20 working days, depending on complexity. You’ll receive updates throughout the process.

✅ Is my complaint confidential?
Yes. All pharmacy complaints are handled confidentially in line with GDPR and NHS privacy standards.

✅ Can I complain on someone else’s behalf?
Yes  with their written consent or legal authority (for example, a carer or next of kin).

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