Complaints Procedure

Complaints Procedure

Gould Pharmacy is committed to providing a high-quality service to all customers. Our staff recognise that there may be occasions when customers may wish to complain about some aspect of the service which has been received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.


Verbal Complaints

If you wish to speak to someone about an aspect of Gould Pharmacy’s service, please try to do so as soon as possible, preferably before you leave the pharmacy. Any complaints will be referred directly to the pharmacist who will make every effort to resolve your complaint as quickly as possible. Where a complaint has been made orally and has been resolved to the complainant’s satisfaction not later than the next working day, then no further action will be required. If your concerns are not resolved to your satisfaction, you will be advised to make a formal written complaint.


Written Complaints

All written complaints should be addressed to Alpesh Patel, Superintendent Pharmacist at the address above.


Please describe as fully as you can the nature of your complaint, stating the following information:

·   What you are unhappy about.

·   When the incident took place.

·   Which member of staff was present.


Your complaint will be acknowledged in verbally or in writing within two (2) working days of receiving the letter, unless a full reply can be sent to you within five (5) working days.


We will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a suggested resolution within twenty-one (21) working days of the complaint being received.


If a resolution cannot be provided within twenty-one (21) working days of receiving your complaint, we will write to you to explain the reason for the delay.


Please be assured that Gould Pharmacy will deal with all complaints confidentially and following investigation, will consider making changes to improve the services on offer to all customers.

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