Complaints Procedure

You can raise a complaint in whichever way is easiest for you. You do not need to put it in writing, and you do not need to use any particular form or wording.

• By email to info@drugs4delivery.com, with 'Complaint' in the subject line.
• By phone on 01472 241990, during our opening hours.
• By post to the Superintendent Pharmacist, Drugs4Delivery, Unit 4, Acorn Business Park, Moss Road, Grimsby, England, DN32 0LT.
• Through the secure message thread in your patient account, if you have one.

It helps us if you can tell us what happened, when it happened, who you dealt with if you know, and what you would like us to do about it. If you are complaining on behalf of someone else, we will need their consent before we can discuss their care with you.

We treat every complaint as a chance to put something right and to stop it happening again.

• We will acknowledge your complaint within 3 working days of receiving it.
• We will look into what happened, which may mean speaking to the people involved and reviewing your records.
• We aim to give you a full response within 10 working days. If we need longer, we will tell you why and agree a new date with you.
• We will tell you what we found, what we are doing about it, and what we have changed as a result.

Making a complaint will never affect the care you receive from us.

If you are not satisfied with the outcome, tell us and we will review it again. Ask for your complaint to be escalated to the Superintendent Pharmacist, Dr Wisam Tatari, GPhC registration 2063769, who will look at it afresh.

If you are still not satisfied, you can raise your concern with the General Pharmaceutical Council, the regulator for pharmacies and pharmacists in Great Britain. You can contact them directly and you do not need our permission to do so. Raise a concern with the GPhC.

Our pharmacy is registered with the General Pharmaceutical Council under registration number 9010768. Our Superintendent Pharmacist is Dr Wisam Tatari, GPhC registration 2063769.

If your concern is about a side effect or a fault with a medicine rather than about our service, please contact us straight away so a clinician can advise you. You can also report a suspected side effect directly to the MHRA through the Yellow Card scheme. Report a side effect on the Yellow Card scheme.

If you believe you are having a medical emergency, call 999 or go to your nearest accident and emergency department. Do not wait for a response from us.