Complaints Policy

Last updated: 13th November 2025

1. Introduction

S25 Pharmacy is committed to providing high quality and professional healthcare services. We value feedback from our patients and customers, as it helps us continually improve the services we offer. If you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

2. Our Commitment

We aim to:

Handle all complaints in a sensitive, transparent, and timely manner.
Treat all complainants with respect and courtesy.
Investigate complaints thoroughly and objectively.
Take appropriate action to resolve issues and prevent recurrence where possible.

3. How to Make a Complaint

If you wish to make a complaint about our services, you can do so in the following ways:

By Email

Email us at S25@singhsmedical.com with details of your concern. Please include your name, contact information, and any relevant order or prescription details.

By Phone

Call us on 01909 492777 to speak directly with a member of the pharmacy team. If the matter cannot be resolved immediately, it will be escalated appropriately.

In Writing

Write to us at the following registered pharmacy address:

S25 Pharmacy

Unit 3, Mana House

Lordens Hill

Dinnington

Sheffield

S25 2QE

Please address your letter to the Responsible Pharmacist.

4. What Happens Next

Once we receive your complaint, we will:

Acknowledge receipt of your complaint within 5 working days.
Conduct a full investigation into the matter.
Provide a written or verbal response within 20 working days, where possible. If more time is required, we will update you accordingly.

5. Escalation

If you are not satisfied with our response, you may ask us escalate your complaint to our Superintendent Pharmacist.

Should you remain dissatisfied, you can escalate your complaint further by contacting ICB Complaints:

Website address: notts.icb.nhs.uk/contact-us/patient-advice-and-complaints

Email: nnicb-nn.patientexperience@nhs.net

Telephone: 0115 8839570

Postal address:

NHS Nottingham and Nottinghamshire ICB
Sir John Robinson House

Sir John Robinson Way
Arnold

Nottingham

NG5 6DA

If ICB Complaints do not resolve your matter to your satisfaction, you may then contact the General Pharmaceutical Council (GPhC):

Website: www.pharmacyregulation.org

S25 Pharmacy is regulated by the GPhC under registration number: [insert once confirmed].

Please be aware that the General Pharmaceutical Council can only intervene in matters relating to patient safety or pharmacy regulatory concerns. They are not able to assist with customer service complaints.

You may also contact the NHS England Customer Contact Centre if your complaint relates to NHS services.

6. Confidentiality

All complaints will be handled confidentially. Information will only be shared when necessary to investigate and resolve the issue.

7. Learning From Complaints

We use feedback and complaint outcomes to improve our internal processes, staff training, and service delivery. Our goal is to ensure the highest standard of care for all our patients and customers.

8. Review of Policy

This policy is reviewed regularly and updated as required to ensure compliance with regulatory standards and best practice.

9. Contact Us

If you have any questions about our Complaints Policy, please contact us:

Email: S25@singhsmedical.com
Phone: 01909 492777
Address: Unit 3, Mana House, Lordens Hill, S25 2QE