Complaints

Complaints Policy – Whitemoss Pharmacy

Last updated: November 2025

At Whitemoss Pharmacy, we are committed to providing high-quality, patient-centred care. We welcome feedback and take all concerns seriously, as they help us improve our services and maintain high standards.
This Complaints Policy explains how you can raise a concern or complaint and how we will handle it.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please let us know as soon as possible so we can resolve the issue.

You can make a complaint in the following ways:

In person

Speak to a member of our pharmacy team at:
247 Charlestown Road, Blackley, Manchester, United Kingdom, M9 7BD

By phone

Call us on:
0161 740 3762

By email

Email us at:
info@whitemosspharmacy.com

In writing

Address your letter to the Pharmacy Manager or Superintendent Pharmacist.

2. What Information to Include

To help us manage your complaint efficiently, please include:

• Your name and contact details
• Details of what happened
• When the issue occurred
• Names of staff involved (if known)
• What outcome you are seeking

3. How We Handle Your Complaint

• We will acknowledge your complaint within 3 working days.
• We will conduct a fair and thorough investigation.
• We aim to provide a full written response within 10–20 working days, depending on complexity.
• If delays occur, we will keep you informed.

Complaints are handled confidentially and sensitively.
Your care will not be affected by raising a concern.

4. Who Will Investigate?

Your complaint will be reviewed by:

• The Pharmacy Manager, or
• The Superintendent Pharmacist, if appropriate.

If your complaint relates to NHS services, we follow the NHS Complaints Regulations (2009).

5. If You’re Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you can escalate your complaint to the appropriate external body.

For NHS services:

NHS England
Email: england.contactus@nhs.net
Website: www.england.nhs.uk/contact-us

For NHS Ombudsman (final escalation):

Parliamentary and Health Service Ombudsman (PHSO)
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033

For concerns about professional conduct or pharmacy standards:

General Pharmaceutical Council (GPhC)
Website: www.pharmacyregulation.org
Telephone: 020 3713 8000

6. Feedback and Compliments

We also welcome positive feedback.
If you have had a good experience with our pharmacy team, we encourage you to let us know in person or leave a review online.

7. Privacy and Data Protection

All complaints are managed in line with:

• UK GDPR
• Data Protection Act 2018
• NHS Information Governance

Your information will only be shared where necessary for handling your complaint.

8. Continuous Improvement

We regularly review complaints to identify opportunities to improve services, staff training, and patient experience.
We use this learning to strengthen our quality and safety standards.