Complaints Policy

Pharmacy Today Ltd (hereinafter referred to as ‘Pharmacy Today’, ‘We’ or ‘Us’) views complaints as an opportunity to learn and improve, as well as a chance to put things right for those who have experienced dissatisfaction.
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Pharmacy Today Ltd is registered with the General Pharmaceutical Council (GPhC) with a registered premises address at:
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PharmacyToday
6 Butts Court,
Leeds,
England,
LS1 5JS.
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Our Policy

- To provide a fair complaints procedure which is clear and easy to use.
- To publicise our complaints procedure so customers know how to make a complaint.
- To ensure all staff know what to do when a complaint is received.
- To ensure all complaints are investigated fairly and in a timely manner.
- To resolve complaints wherever possible and repair relationships.
- To gather information to help improve our services.

Definition of a Complaint

‍A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of PharmacyToday.

How to Make a Complaint

Complaints may come from users of PharmacyToday’s services offered at

‍www.pharmacytoday.co.uk.

A complaint can be made in the following ways:
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- Phone: 0113 5197717
- Email: info@pharmacytoday.co.uk
- Post: Pharmacy Today, 6 Butts Court, Leeds, LS1 5JS, United Kingdom

We will do our utmost to resolve any issues you may have.

‍Note: This policy does not cover staff complaints, which should follow our internal Disciplinary and Grievance Procedures.

Complaint Acknowledgement & Response
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- We will acknowledge your complaint in writing or by email within 5 business days.
- Within 30 business days, you will receive either:
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     - A final response addressing the complaint, or
     - A progress update, explaining the delay and when we expect to provide a final response.
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If you are not satisfied with our response, or if your complaint is unresolved after eight weeks, you may contact:
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- General Pharmaceutical Council (GPhC)
- Care Quality Commission (for complaints regarding clinical care)
- Or, Centre for Effective Dispute Resolution (CEDR) – an independent organisation for alternative dispute resolution.
  Visit: www.cedr.com

We reserve the right not to consider complaints made more than 12 months after the issue arose, unless we decide otherwise. We will notify you in writing if your complaint falls outside this timeframe.
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Complaints About NHS Services

‍We operate a complaints procedure as part of the NHS system, which meets national criteria. You may contact our Superintendent Pharmacist for more information.
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Confidentiality

‍All complaint information will be handled sensitively and in accordance with data protection regulations.

Responsibility

‍Overall responsibility for this policy and its implementation lies with:

Suhale Malik – Superintendent Pharmacist
GPhC Number: 2073496

Review

‍This policy is reviewed regularly and updated when necessary.