North Berwick Pharmacy

Complaints

Complaints Procedure

At North Berwick Pharmacy, we are committed to providing the highest standard of care to all our patients. However, we recognise that sometimes you may be unhappy with the service you receive. If you have any concerns or wish to make a complaint, we welcome your feedback and will take it seriously to help us improve.

How to Make a Complaint

If you are unhappy with any aspect of our service, please speak to a member of our pharmacy team as soon as possible. We will do our best to resolve the issue immediately.

If you prefer, you can make a formal complaint by:

  • Speaking to the Pharmacist in Charge in person at the pharmacy
  • Calling the pharmacy directly
  • Writing to us by post
  • Emailing us through our official contact form or email address

We aim to acknowledge all complaints within three working days.

What Happens Next

Once we receive your complaint:

  • We will investigate your concerns thoroughly and fairly.
  • You will receive a formal response within 20 working days. If it takes longer, we will update you on the progress and explain the reason for the delay.
  • We will inform you of any actions we have taken to improve our services as a result of your complaint.

All complaints are handled confidentially and in line with our obligations under the General Pharmaceutical Council (GPhC) standards.

Taking Your Complaint Further

If you are not satisfied with our response, you can escalate your complaint to:

NHS Scotland Feedback and Complaints
You can contact your local NHS Board or the national feedback service:

You also have the right to contact the General Pharmaceutical Council (GPhC) if your complaint relates to pharmacy professional conduct or standards:

Your Feedback Matters

We value all feedback, whether positive or negative, as it helps us to continually improve the care and service we provide to our community.

Thank you for helping us maintain the highest standards.