Complaints Procedure

How to complain

We take every complaint seriously. Please tell us as soon as you can, with your name, contact details, and what went wrong.

• Email pharmacy.fwe94@nhs.net (preferred written route)
• Phone 023 8077 7502
• In writing or in person at The Adelaide Health Centre, William Macleod Way, Southampton SO16 4XE during Mon–Sat 09:00–21:00

Named complaints contact: Jalal (Superintendent Pharmacist / Pharmacy Manager).

What happens next

1. We send an email acknowledgement of your complaint
2. We investigate and send a written response within 10 working days where possible
3. If you are still unhappy, you may ask for the Superintendent Pharmacist to review the case
4. NHS-related concerns may be escalated through the NHS complaints pathway

If we need longer (for example to obtain clinical notes), we will tell you why and when you can expect an update.

External review

If the matter remains unresolved you may contact:

• General Pharmaceutical Council (GPhC) — our registration number is 1104564
• NHS complaints if the issue relates to an NHS service we provided
• NHS 111 if you need urgent medical help

Making a complaint will not affect the care or service you are entitled to.