Comments and Complaints

If you’re not happy about a service we provide, there are several steps you can take


Comments, Suggestions & Complaints

We welcome any feedback you may have about our website, the services we provide or general comments. Please send your suggestions to pharmacist using the details on the appropriate branch page, and we will be happy to hear from you.

We aim to offer the highest quality of services to all our customers and any feedback you give us can greatly help us to achieve a better service.

If you feel the issue can’t be resolved internally by speaking with us, we also operate a formal complaints procedure as part of the NHS system of dealing with complaints. Our procedure meets national criteria and our pharmacist can give you further information.

The NHS has its own complaints procedure, which is always the first step for any complaint. You can find detailed information about the NHS complaints procedure on NHS Choices.

You can also raise your concerns by getting in touch with regulatory bodies, such as the Care Quality Commission. Read more about this in other options for complaints.


Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to the services we commission.

You can complain or give feedback:

By post to:
NHS England
PO Box 16738
B97 9PT

By email to [email protected]
If you are making a complaint please state: ‘For the attention of the complaints team‘ in the subject line.

By telephone: 0300 311 22 33

British Sign Language (BSL): If you use BSL, you can talk to us via a video call to a BSL interpreter. Visit NHS England’s BSL Service.

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am.


ICAS – Independent Complaints Advocacy Service

If you need advice and support in making your complaint, please contact the Independent Complaints Advocacy Service (ICAS), who can offer assistance to people who want to complain about the NHS. ICAS can be contacted on 0300 4568349. 

The Advocacy Support Centre is open from 9 am – 5 pm Monday, Tuesday Wednesday and Friday, and from 9 am to 7 pm on Thursdays. Outside these hours you will be able to leave a message and they will call you back the next working day, or you can email them at [email protected]