Complaints Procedure
We aim to provide safe, respectful, and high-quality care. If something has gone wrong or you are unhappy with our service, we want to hear from you so we can put things right and improve.
1. How to raise a complaint
You can complain in person (speak to a member of the team at the pharmacy), by phone on 0121 704 4485, or by email at complaints@monkspathpharmacy.co.uk. You can also write to us at 6 Farmhouse Way, Shirley, Solihull, B90 4EH.
If you are complaining on behalf of someone else, we may need permission from them before we can discuss details.
2. What to include
To help us investigate quickly, please include: your name and preferred contact details; the name of the person the complaint relates to (if different); what happened, including dates and times (if known); the service involved (for example, NHS prescription services, private consultation, booking); and what outcome you would like.
3. What happens next
We will first acknowledge your complaint (usually within 2 working days), then investigate what happened, including speaking to relevant team members, and finally respond with our findings and any actions we will take.
If we need more time to investigate, we will tell you why and provide an updated timescale.
4. Confidentiality and your data
We handle complaints sensitively and in confidence. We will only use your information to investigate and respond to the complaint and to meet any legal or regulatory obligations. For more information, see our Privacy Policy.
5. If you are not satisfied (escalation)
If you are not happy with our response, you can ask us to review the complaint. You may also be able to raise the complaint with an external body, depending on the service.
NHS services
If your complaint relates to NHS pharmacy services, you can contact NHS England to raise a complaint about NHS services, or Healthwatch for free support to help you make a complaint.
Private services
If your complaint relates to a private service, you can still contact us to review it. If you need independent advice, you may wish to contact Citizens Advice.
Pharmacy regulation
If your concern relates to professional standards or patient safety, you can contact the General Pharmaceutical Council (GPhC).
6. Accessibility and support
If you need help making a complaint or you would like information in a different format, please let us know.
7. Contact details
Phone: 0121 704 4485. Address: 6 Farmhouse Way, Shirley, Solihull, B90 4EH.