What should I do if I have a complaint?

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At Coldean Pharmacy, we take all complaints seriously and are committed to resolving any issues as quickly and efficiently as possible. If you have a complaint, please follow our complaints procedure outlined below:


Step 1 – Contact Us
In the first instance, please contact us directly to explain your concerns. You can speak to a member of our staff or the pharmacy manager, who will do their best to resolve the issue for you. If your complaint is not resolved to your satisfaction, please move on to step 2.


Step 2 – Formal Complaint
If you are not satisfied with the response from our staff or if you feel that your complaint is serious, please make a formal complaint. You can do this by completing our online contact form or send to our email. Please ensure you include your contact details and all relevant information regarding your complaint.


Step 3 – Investigation
Once we receive your formal complaint, we will investigate the issue thoroughly. This may involve speaking to staff members involved in the incident, reviewing CCTV footage or other evidence, and gathering information. We may also involve external bodies such as regulatory bodies or local health authorities.


Step 4 – Response
After the investigation is complete, we will provide you with a response outlining our findings and any action we will take to address your concerns. We will also provide you with a timeline for the resolution of the issue.


Step 5 – Escalation
If you are not satisfied with our response, you may wish to escalate your complaint. This may involve contacting external bodies such as the General Pharmaceutical Council, the NHS, or other relevant regulatory bodies. They may investigate your complaint and take appropriate action against us or our staff if necessary.


We value all feedback, positive or negative, as it helps us to improve our services. If you have any questions regarding our complaints procedure, please do not hesitate to contact us.


Phone: 01273 605657
Email: pharmacy.coldean@gmail.com
Address: 16 Beatty Ave, Coldean, Brighton, BN1 9ED