Comments, Compliments & Complaints
We value your feedback and are committed to resolving any concerns promptly and fairly.
3-Day Acknowledgment
We acknowledge all complaints within 3 working days of receipt.
20-Day Response
We aim to provide a full written response within 20 working days.
Independent Review
Not satisfied? You can escalate to NHS England, the Ombudsman, or Healthwatch.
1. Our Commitment
Heaton Road Pharmacy is committed to providing the highest standard of pharmaceutical care in accordance with the GPhC Standards for Pharmacy Professionals. We value all feedback — whether it is a compliment, comment, concern, or formal complaint.
We believe that feedback helps us improve our services. Making a complaint will not affect the quality of care you receive from us. All complaints are treated seriously, investigated thoroughly, and handled with fairness and confidentiality.
2. What You Can Raise
Comments
Suggestions for how we can improve our services or pharmacy environment.
Compliments
Positive feedback about our staff, services, or your experience with us.
Concerns
Issues you would like us to address informally without a formal investigation.
Complaints
Formal complaints requiring investigation and a written response.
3. How to Contact Us
You can raise a comment, compliment, or complaint in any of the following ways:
In Person
Visit us and speak to a member of staff or ask to speak with the pharmacist. We can discuss your concerns privately in our consultation room.
By Email
contact@heatonroadpharmacy.co.uk
Please include your name, contact details, and a description of your concern.
By Phone
0191 265 0131
Ask to speak with the pharmacist or superintendent.
In Writing
Address to: Mr. Sunil Kumar, Superintendent Pharmacist, 15 Heaton Rd, Newcastle upon Tyne NE6 1SA
4. What Happens Next — Our Process
When you make a formal complaint, we follow a structured process to ensure your concerns are addressed thoroughly:
Receive
Your complaint is received and logged by our team. We record the details and assign it to the appropriate person for investigation.
Acknowledge
Within 3 working days, we send you written acknowledgment confirming receipt, the name of the person handling your complaint, and what to expect next.
Investigate
We thoroughly investigate your complaint, reviewing relevant records, speaking with staff involved, and gathering all necessary information.
Respond
Within 20 working days, we provide a full written response including our findings, any actions taken, and how we plan to prevent similar issues.
Resolve
We work with you to ensure you are satisfied with the outcome. If further action is needed, we will agree on next steps together.
Extended investigations: If your complaint requires more than 20 working days to investigate, we will contact you to explain the delay and provide an expected resolution date. Complex cases involving multiple parties or regulatory review may take additional time.
5. Confidentiality
All complaints are handled in strict confidence. Details of your complaint are shared only with staff who are directly involved in the investigation and resolution. Your personal information is processed in accordance with our Privacy Policy and UK GDPR.
- Making a complaint will not affect the quality of care you receive.
- You will not be treated differently as a result of making a complaint.
- Complaint records are stored securely and retained in line with our data retention policy.
- Anonymous complaints are accepted, although our ability to investigate and respond may be limited.
6. If You Are Not Satisfied
If you are not satisfied with our response to your complaint, you have the right to escalate to the following independent bodies:
NHS England
For complaints about NHS-funded pharmacy services including dispensing and Pharmacy First.
england.nhs.uk/contact-us/complaint
Phone: 0300 311 22 33
Parliamentary & Health Service Ombudsman
Independent body for unresolved NHS complaints. You must have complained to the pharmacy and NHS England first.
Phone: 0345 015 4033
Local Healthwatch
Your local health and social care champion. They can provide guidance and support with your complaint.
7. Contact the Superintendent Pharmacist
Superintendent Pharmacist
Mr. Sunil Kumar
GPhC Registration: 2066333
- Email: contact@heatonroadpharmacy.co.uk
- Phone: 0191 265 0131
- Address: 15 Heaton Rd, Newcastle upon Tyne NE6 1SA
The Superintendent Pharmacist has overall responsibility for the safe and effective running of the pharmacy and oversees the complaints procedure.
Complaints FAQs
Answers to frequently asked questions about our complaints procedure.
How long does it take to resolve a complaint at Heaton Road Pharmacy?
We aim to acknowledge your complaint within 3 working days and provide a full response within 20 working days. If the investigation requires more time, we will contact you to explain the delay and provide an expected resolution date. Most complaints are resolved within the 20-day timeframe.
Can I complain to someone outside the pharmacy?
Yes. If you are not satisfied with our response, you can escalate your complaint to external bodies including the General Pharmaceutical Council (GPhC), NHS England, the Parliamentary and Health Service Ombudsman, or your local Healthwatch organisation. Contact details for all these bodies are provided in our complaints procedure.
Is my complaint to Heaton Road Pharmacy confidential?
Yes. All complaints are treated in strict confidence. Information about your complaint is shared only with staff directly involved in the investigation and resolution. Your complaint will not affect the quality of care you receive from us, and we will not treat you differently as a result of making a complaint.