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Complaining about a Pharmacy/Chemist

If you wish to make a complaint about the care or service provided by a pharmacy/chemist, you have two options:

You can complain to the directly to the NHS organisation and service by contacting the person in charge of complaints.


You can complain to the Commissioner of the service (NHS England) by their standard complaints procedure. Visit the NHS complaints procedure section of their website for further information.

If you choose to make a complaint directly to the organisation, and you are not satisfied with their response, you cannot then raise the the same issue with the Commissioner of that service, but must go directly to the Health Service Ombudsman (see below).

Health Service Ombudsman

If you're unhappy with how the NHS have dealt with your complaint, please contact the Health Service Ombudsman.

Health Service Ombudsman service is free and is independent; it is not part of the NHS or Government and their powers are set down in law.

More information on the Health Service Ombudsman can be found at www.ombudsman.org.uk

You can get in touch with the Health Service Ombudsman Monday – Friday between 8:30 am to 5:30 pm:

Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Text: 'call back' with your name and mobile number to 07624 813 005 (and they'll call you back). Fax: 0300 061 4000 Write to: Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Care Quality Commission (CQC)

You may also contact the Care Quality Commission (CQC) who will use any information received as part of their inspection process to ensure that the provider meets the required standards for quality and safety of service users.

Complaints about an individual Pharmacy/Chemist

Complaints about an pharmacy/chemist should be directed to the General Optical Council.

Help making a complaint (POhWER Advocacy Service)

Healthwatch Barnet is not able to support people in making an individual complaint. This is known as a complaints advocacy service. POhWER provide a free, independent service Barnet residents. Their website is dedicated to helping you understand what your options are and how to get the best resolution for you.

The website has a wide range of information to support you to make an NHS complaint by yourself, including self-help information in Easy Read and large print version. If you wish to make a complaint about a National Health Service (NHS), please call 0203 553 5960 or email pohwer@pohwer.net.