Complaints Procedure

Our Commitment to You

At Kennington Pharmacy, we are committed to providing high-quality pharmaceutical services and excellent customer care. We value your feedback and take all complaints seriously. This procedure explains how to make a complaint and what you can expect from us.

How to Make a Complaint

In Person

You can speak to any member of our pharmacy team during opening hours. If you prefer, you can ask to speak to the pharmacist in charge or the pharmacy manager.

By Phone

Call us on 01865 602568 during opening hours. Our staff will listen to your complaint and take appropriate action.

By Email

Send your complaint to kenningtonpharmacy@gmail.com. Please include your name, contact details, and a detailed description of your complaint.

In Writing

You can write to us at:

What Information to Include

To help us investigate your complaint effectively, please provide:

• Your name and contact details
• The date and time of the incident
• Names of staff members involved (if known)
• A clear description of what happened
• What outcome you are seeking
• Any relevant documentation or evidence

Our Response Process

Immediate Response

We will acknowledge receipt of your complaint within 1 working day and provide you with a reference number for tracking purposes.

Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing relevant records and documentation
• Speaking with staff members involved
• Consulting with clinical experts if necessary
• Reviewing our procedures and protocols

Resolution

We aim to resolve most complaints within 10 working days. For complex complaints that require detailed investigation, we may need longer but will keep you informed of our progress.

Types of Complaints

We can investigate complaints about:

• Quality of pharmaceutical services
• Staff conduct or professionalism
• Waiting times or appointment scheduling
• Privacy and confidentiality concerns
• Prescription errors or dispensing issues
• Accessibility or facility concerns
• Billing or payment issues

Learning and Improvement

We use complaints as an opportunity to learn and improve our services. All complaints are reviewed to identify patterns or areas where we can enhance our care and service delivery.

Confidentiality

All complaints are handled confidentially in accordance with data protection laws. Information will only be shared with those who need to know to investigate and resolve your complaint.

Support and Advocacy

If you need help making a complaint, you can contact:

• Patient Advice and Liaison Service (PALS) - for guidance and support
• Citizens Advice - for independent advice
• Healthwatch - your local health and social care champion

Contact Information

For complaints or questions about this procedure: