Complaints Procedure

At Kennington Pharmacy, we are proud of our high standards and quality of service. The majority of our customers are very happy with the services they receive from us. However, there may be rare occasions where a customer is not satisfied and may wish to complain about a service or a product.

For any complaints, please contact us via one of the following methods:

Our Complaints Process

We will acknowledge your complaints within 72 hours and aim to resolve the matter within 7 to 14 days of receipt. In a few cases, this timeline may be exceeded, but we will inform you of the progress throughout the period. In the majority of cases, however, the issue is resolved in a matter of days.

What Happens Next

1. Your complaint will be recorded and passed to the appropriate member of staff
2. We will investigate your complaint thoroughly
3. We will provide you with a response explaining what actions we've taken
4. If you're not satisfied with our response, you can ask for your complaint to be escalated to our Superintendent Pharmacist

Taking Your Complaint Further

If you are not satisfied with our response, you can contact:

• The General Pharmaceutical Council (GPhC) - for concerns about professional conduct
• NHS England - for complaints about NHS services

We value all feedback as it helps us improve our services. Thank you for taking the time to share your concerns with us.