Complaints Procedure

At Brunswick Pharmacy, we are committed to providing safe, effective and high-quality pharmacy services. We welcome feedback from our patients, as it helps us improve the care and service we provide.

If you are unhappy with any aspect of our service, we want to know so we can investigate and resolve the matter promptly and fairly.

How to Make a Complaint

You can make a complaint by contacting us using one of the following methods:

Email: pharmacy.fg783@nhs.net
Telephone: 0151 347 8062
In Writing: Suite 1.11 South Harrington Building, Brunswick Business Park, 182 Sefton Street, Liverpool L3 4BQ

If you prefer, you may ask someone to make a complaint on your behalf. We may need your written consent to discuss your personal information with them.

We aim to make our complaints process clear, accessible and easy to use. If you need support in making your complaint, please let us know and we will assist where possible.

What Happens Next

• We will acknowledge your complaint within 3 working days of receiving it.
• We will investigate the matter thoroughly and fairly.
• We aim to provide a full response within 20 working days.

If our investigation takes longer than expected, we will keep you informed of progress and provide an updated timeframe.

Our response will include:

• A summary of our findings
• An explanation of what went wrong (if applicable)
• Details of any actions we have taken or will take to prevent recurrence

Complaints are handled confidentially and will not affect the care or service you receive from us.

NHS Complaints

If your complaint relates to NHS services provided by Brunswick Pharmacy and you are not satisfied with our response, you may escalate your complaint to:

NHS England

Website: www.england.nhs.uk

Telephone: 0300 311 22 33

You may also contact the Parliamentary and Health Service Ombudsman (PHSO) if you remain dissatisfied after the NHS complaints process:

Website: www.ombudsman.org.uk

Telephone: 0345 015 4033

Private Services Complaints

If your complaint relates to a private service and you remain dissatisfied with our response, you may contact:

General Pharmaceutical Council (GPhC)
Website: www.pharmacyregulation.org

Telephone: 020 3713 8000

Please note that the GPhC investigates concerns about pharmacy professionals and pharmacy premises but does not normally resolve individual compensation claims.

Continuous Improvement

All complaints are recorded and reviewed to identify trends and improve our services. We value your feedback and are committed to learning from concerns raised.