Complaints Policy

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At NeuroPharmacy, we are committed to delivering high-quality services to all our patients and partners. We welcome feedback — including complaints — as an opportunity to learn, improve, and ensure the safe and effective delivery of care.

This Complaints Policy outlines how you can raise concerns or complaints about any part of our service, how we handle complaints, and what you can expect from us throughout the process.

🟣 How to Make a Complaint

If you are unhappy with any part of the service provided by NeuroPharmacy, please let us know as soon as possible. Complaints can be made:

• By email: complaints@neuropharmacy.co.uk
• By phone: COMING SOON
• By post:
  NeuroPharmacy
   

You may also raise concerns directly with a pharmacist or team member in person.

🔄 What Happens Next?

✅ Acknowledgment

• We will acknowledge your complaint within 2 working days of receiving it.

🔍 Investigation

• A senior member of our team will carry out a thorough and impartial investigation.
• We may contact you for further details or supporting information if required.

📄 Response

• We aim to provide a full written response within 20 working days.
• If a delay occurs (e.g. due to complexity), we will inform you and provide regular updates.

⚖️ Your Rights

• Making a complaint will not affect your care or relationship with NeuroPharmacy.
• You have the right to be treated with respect and to have your concerns handled confidentially.
• You may nominate someone to act on your behalf, such as a family member or representative.

🆙 If You’re Not Satisfied

If you are unhappy with the outcome of your complaint or feel it has not been handled fairly, you may escalate the matter to the General Pharmaceutical Council (GPhC) or the Parliamentary and Health Service Ombudsman (if NHS-funded).

Contact the GPhC:

• Website: www.pharmacyregulation.org
• Phone: 020 3713 8000
• Email: info@pharmacyregulation.org

🧠 Our Commitment

We take all complaints seriously and use them to improve our services. NeuroPharmacy reviews all complaints and feedback regularly as part of our clinical governance and quality assurance processes.

Thank you for helping us maintain the highest standards of care.