How to Raise a Complaint
You can raise a complaint in the way that suits you best.
In Person
If you visit the pharmacy, please ask to speak to the pharmacist on duty or a member of our team. We will listen carefully to your concerns and aim to resolve the issue as quickly as possible.
By Phone
You can contact us by phone during our opening hours:
Telephone:
020 8640 0404
A member of our team will take details of your complaint and explain the next steps.
By Email
You can also email your complaint to:
Email:
info@annapharmacy.com
Please include as much detail as possible so we can investigate your concern properly.
Acknowledging Your Complaint
We will acknowledge your complaint within 2–3 working days of receiving it.
If your complaint is raised in person or by phone, we may be able to assist you immediately. If it is raised by email, we will confirm receipt and advise you of the expected timescale for a response.
Investigation and Resolution
Investigation
We will review your complaint carefully and may need to gather further information to fully understand the issue. This may include speaking with staff members involved or asking you for additional details.
Timescales
We aim to investigate and respond to complaints within 2–3 weeks. If the matter is more complex and requires more time, we will keep you informed of progress and provide updates.
Communication
We will keep you updated throughout the process using your preferred method of contact, where possible.
Resolution
Once the investigation is complete, we will explain our findings and propose an appropriate resolution. This may include an apology, an explanation, or changes to how we work to prevent similar issues in the future.
Escalation
If you are not satisfied with how your complaint has been handled or with the outcome, you may request that it be reviewed by a senior member of the pharmacy team who was not involved in the original investigation.
If you remain unhappy after this review, you can raise your concerns with the pharmacy regulator:
General Pharmaceutical Council (GPhC)
25 Canada Square
London
E14 5LQ
Website: www.pharmacyregulation.org
The GPhC does not resolve individual complaints but can consider concerns about a pharmacy’s standards or fitness to practise.
Learning and Improvement
We treat complaints seriously and use them as an opportunity to improve our services. All feedback is reviewed to identify any areas where changes or improvements can be made.
Confidentiality
All complaints are handled sensitively and confidentially. Information is shared only with those who need to be involved in resolving the issue.
