Complaints Policy

You can make a complaint by:

• Emailing staff@hello-pharmacy.co.uk or using the form on our Contact page.
• Speaking to a member of our pharmacy team directly, in person or in the in-app chat.

Please raise a complaint within 12 months of the event you're unhappy about, or within 12 months of noticing it, whichever is later. This matches the timescale used across NHS complaints handling. If you've missed this window, get in touch anyway — we may still be able to look into it, particularly if there was a good reason for the delay.

• We'll acknowledge your complaint promptly, normally within 2 working days.
• We'll investigate what happened, which may include speaking to the staff involved and reviewing your patient record where relevant.
• We aim to give you a full response within 10 working days of your complaint. If a complaint is more complex and needs longer to investigate properly, we'll let you know and give you an updated timescale.
• Our response will explain what we found, whether we think something went wrong, and what we're doing about it — including changes to how we work, if a complaint shows we need to make one.

Complaints are handled in confidence, and making a complaint will never affect the care or service you receive from us. We review complaints periodically to spot patterns and improve our service, in line with our governance obligations as a registered pharmacy.

You can escalate your complaint to our regulators — see our Regulatory Information page for how to raise a concern with the GPhC directly.

We'll update this page if our complaints process changes, and update the date at the top when we do.