40B Cambridge Street, Aylesbury HP20 1RS0330 113 7773
Pearlfect Care Pharmacy
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Complaints policy

How to raise a concern and how we resolve it.

Complaints policy and procedure

The aims of this policy and procedure are to help Pearlfect Care Pharmacy achieve outstanding service to all customers, and to recognise that everyone who uses our services has the right to make a complaint and have their concerns reviewed and handled properly.

Customer feedback is valued and welcomed at Pearlfect Care Pharmacy so we can improve our services over time. The owner will endeavour to fix problems as quickly as possible and to the highest possible standard.

Our commitments

If you need to complain, our services will meet the following objectives:

  • We will make it as easy as possible to make a complaint.
  • We will treat every complaint as a direct expression of disappointment with our service or products that warrants prompt action.
  • We will deal with every complaint promptly, politely and, when required, confidentially.
  • We will endeavour to respond to your complaint promptly and let you know what steps will be taken to resolve it.
  • We will use what we learn from complaints and suggestions to improve our service.

What counts as a complaint

Any dissatisfaction arising from the following will be treated as a complaint:

  • Pearlfect Care Pharmacy failing to fulfil its commitments to its customers.
  • Concerns about how customers were treated by staff or administration, or how we store or use customer data.
  • Concerns about the standard of our facilities and sample taking process.

The following fall outside the scope of this policy and procedure:

  • An anonymous complaint.
  • A matter that has already been looked into and settled.
  • A matter not within the scope of our procedure.
  • A matter raised with insufficient grounds.
  • A complaint made after the deadline.
  • A matter that has been dealt with in court or tribunal proceedings brought by the complainant, or under a settlement agreement with the complainant.
  • Matters that are malicious, vexatious or frivolous in nature.

Confidentiality

We expect many complaints to be resolved informally and close to where they arose. We have a legal duty to keep your matters confidential. If there is a genuine need to share your case with other parties, we will not discuss it with anyone without your permission.

Time limits

We can only respond to formal complaints received within three months of the event. Our Complaints Officer will log a formal written complaint within 24 hours of receiving it and keep track of all complaints and their resolution. You will receive a response within 7 working days of the investigation concluding. If more time is needed, we will send you an interim letter explaining the progress of the investigation and a date for the full response.

Responses include details of how to appeal. Valid appeals are normally reviewed and answered within 20 working days. All our staff understand their responsibility to handle complaints in a supportive, polite and timely way.

Please give us a detailed description of the situation, as simply and completely as possible, including names, times and dates, and any steps taken so far. Some situations are beyond our control and may affect the final outcome of a complaint.

How to make a complaint

Stage 1 (informal)

Many concerns can be resolved informally. You can speak to the member of staff directly responsible for the issue, or contact Asher Yusuf or a member of the management team on 0330 113 7773 or [email protected].

Your details will be passed to the appropriate manager, who will try to resolve the issue. Within 24 working hours of dealing with the complaint, the manager will record it on our Complaints Record Form and complaints log. If you are not happy with the answer, or feel your concern needs a more formal response, please move to Stage 2.

Stage 2 (formal)

Formal complaints must be made in writing and sent to the Superintendent Pharmacist:

Pearlfect Care Pharmacy
40B Cambridge Street, Aylesbury, HP20 1RS
Email: [email protected]

The Superintendent Pharmacist will log your complaint in the Complaints Report Log and acknowledge receipt within 24 hours. You will receive the findings of the investigation and a signed letter of reply within 7 working days, setting out the outcome and any actions taken.

Appeals

You have the right to appeal the outcome of your complaint on one or more of these grounds:

  • Additional evidence was not available when the case was first reviewed.
  • The proper procedure was not followed.

Please state your grounds clearly in your appeal letter. Appeals without this information will be rejected. The whole management team and the Superintendent Pharmacist will review the investigation, and we will send you a written response within 20 working days.

If your appeal is successful, we will apologise and explain what we have done to resolve the issue. If it is rejected, our response will include a review of the appeal findings. We monitor all complaints so that everyone is treated fairly and equally. Any failure by our staff to follow this policy is taken seriously and may be referred to our disciplinary procedure.

If you are still not satisfied

You can raise a concern with the General Pharmaceutical Council, which regulates pharmacies in Great Britain. Our premises registration number is 9012048.

Raise a concern with the GPhC or see our terms and conditions for more about how we work.