Complaints Procedure

Feedback and Complaints

At Pharmacy Prime, we are committed to providing a reliable and effective service. We value your feedback and aim to resolve any issues promptly and fairly.

Getting in touch

If you have a query, concern, or wish to provide feedback about our services, please contact us using the details below. Our team will work with you to resolve issues quickly and efficiently.

Phone: 01772 646755
Online: Submit a request via our contact page

Formal complaints

If your concern cannot be resolved informally, you may submit a formal complaint. To ensure this is handled properly, formal complaints must be submitted in writing. We cannot accept formal complaints over the phone.

Email: care@pharmacyprime.com or (clinic@pharmacyprime.com if your complaint pertains to our online clinic) starting the subject line with ‘Formal Complaint’
Post:
Pharmacy Prime
FAO: Haroon Amanji
464 Ranglet Road
Walton Summit, Bamber Bridge
Preston, PR5 8AR

When submitting a complaint, please include as much relevant information as possible, including your order number and any previous correspondence. This helps us investigate and respond efficiently.

Acknowledgement and response times

We aim to acknowledge all formal complaints within 3 working days of receipt. Complaints are reviewed and assigned to a member of our team, who will work to resolve the matter within 28 days. In some cases, an investigation may be required, which could extend this timeframe. If so, we will keep you informed of progress. In other times, complaints may be escalated to management - you will also be informed of this.

During the investigation, the assigned team member may contact you for further information. To ensure a consistent record, please direct all correspondence about your complaint to this individual.

Confidentiality

We treat all complaints in confidence. However, in cases involving safeguarding or legal obligations, we may be required to share relevant information with the appropriate authorities. This may start with those within the business who are responsible for certain areas, such as a Patient Safeguarding Lead.

Escalation

If you remain dissatisfied with the outcome of your complaint, you may request a further review by our management team, should they not have been involved initially. Requests for escalation should be made within 30 days of receiving the outcome of your initial complaint. Where a further review is unlikely to alter the outcome, management will inform you accordingly.

External bodies

If you wish to raise your concerns externally, you may contact the General Pharmaceutical Council (GPhC). You can contact the GPhC on 020 3365 3400 or via their website’s online form. 

Please note that pharmacy services are provided by Pharmalogic Chemist, which is registered with the General Pharmaceutical Council (GPhC) under premises number 9010938. Further information is available here.