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Complaints Procedure

How to raise concerns about our services and what to expect.

Derby Street Pharmacy is committed to providing the highest standard of pharmaceutical care. We take all complaints seriously and view them as an opportunity to learn and improve our services. We aim to resolve your concerns quickly, fairly, and in confidence.

1. Our Promise

  • We will treat your complaint with respect and confidentiality
  • We will investigate the matter thoroughly and impartially
  • We will keep you informed throughout the process
  • Making a complaint will not affect the care or service you receive from us

2. How to Make a Complaint

You can raise a concern or make a complaint in the following ways:

  • Speak to any member of staff at the pharmacy - they will try to resolve the matter immediately
  • Ask to speak with the Superintendent Pharmacist, Navid Kaleem, who is responsible for overseeing the quality of services
  • Email us at contact@derbystreetpharmacy.org.uk with the subject line "Complaint"
  • Phone us on 01782 215215 during opening hours
  • Write to us at 17 Derby Street, Hanley, marked "Private and Confidential"

You can also ask a friend, family member, or advocacy service to make a complaint on your behalf.

3. What to Include

To help us investigate your complaint effectively, please include:

  • Your name and contact details
  • A description of what happened, including dates and times where possible
  • The names of any staff involved (if known)
  • What outcome you are looking for

4. What Happens Next

  1. We will acknowledge your complaint within 3 working days of receiving it
  2. We will assign a senior member of staff to investigate the matter
  3. We may contact you to discuss the complaint and gather further information
  4. We will provide a full written response within 20 working days
  5. If the investigation requires more time, we will let you know and provide a revised timescale

All complaints are logged, reviewed at our regular team meetings, and used to drive improvements in the service we provide.

5. If You Are Not Satisfied

If you are not satisfied with our response, or if you would prefer to raise your complaint with an external body, you can contact any of the following organisations:

  • General Pharmaceutical Council (GPhC) - the independent regulator of pharmacists, pharmacy technicians, and pharmacies in Great Britain. pharmacyregulation.org/raising-concerns | Tel: 0203 713 8000
  • NHS England - for complaints about NHS-funded services. england.nhs.uk/contact-us/complaint | Tel: 0300 311 22 33
  • Parliamentary and Health Service Ombudsman (PHSO) - if you have been through the NHS complaints process and remain dissatisfied. ombudsman.org.uk | Tel: 0345 015 4033
  • Healthwatch Stoke-on-Trent - an independent champion for people using health and social care services. healthwatchstokeontrent.co.uk