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Like to Make a Complaint ?

To ensure customer satisfaction, we have provided a complaint form for our customers to voice their concerns. Our dedicated team works tirelessly to resolve any issues and prioritize the happiness of our customers.
We value your feedback and strive to continuously improve our services. Thank you for choosing us and we look forward to serving you.

Complaints Procedure

We strive to provide the best possible service, but if you’re unhappy with any aspect of our pharmacy services, you can raise a concern or complaint. Complaints are handled under the NHS Wales "Putting Things Right" framework. Follow the steps below to resolve your issue.
Step 1: Contact Us Directly
The quickest way to resolve your concern is to speak with us. We welcome feedback and aim to address your issue promptly.
  • How to Complain: Contact our pharmacy manager in person, by phone, email, or via the complaints form at the bottom of this page.
  • Timeframe: Please raise your concern within 12 months of the incident or when you became aware of it.
  • Our Response: We’ll acknowledge your complaint within 2 working days and aim to provide a full response within 30 working days.

Step 2: Get Support from Llais
If you need help making a complaint, Llais, the independent Citizen Voice Body for Wales, offers free and confidential support.

Contact Llais:
  • Website: www.llaiswales.org
  • Address: Third Floor, 33-35 Cathedral Road, Cardiff CF11 9HB
  • Phone: Check the Llais website for your local contact number
Llais welcomes complaints in Welsh or English.
Step 3: Escalate to Your Local Health Board
If you’re not satisfied with our response or prefer not to contact us directly, you can reach out to the Local Health Board that oversees our NHS services.

  • How to Complain: Contact the Health Board by phone, email, or in writing. Find their details on the NHS Wales website.
  • Process: They’ll acknowledge your complaint within 3 working days and work with you to resolve it.
Step 4: Contact the Public Services Ombudsman for Wales
If you’re still unhappy, you can escalate your complaint to the Public Services Ombudsman for Wales, an independent body that reviews NHS complaints.

Contact the Ombudsman:
You should contact the Ombudsman within 12 months of the incident and provide evidence that you’ve tried resolving the issue with us or the Health Board.

Other Options
  • Healthcare Inspectorate Wales (HIW): Share concerns about our compliance with regulations at hiw@gov.wales. HIW monitors feedback but doesn’t investigate individual complaints.
  • General Pharmaceutical Council (GPhC): For serious concerns about our pharmacists’ conduct, contact the GPhC at 020 3713 8000 or visit www.pharmacyregulation.org.
  • Compensation: For legal advice on compensation, contact Citizens Advice or a specialist legal team, as the NHS complaints process doesn’t cover compensation claims.

Using Our Complaints Form
For your convenience, you can submit a complaint directly through the complaints form at the bottom of this page. We’ll review your submission and respond as quickly as possible. 

 
We value your feedback and are committed to improving our services. You can raise complaints in Welsh or English, and we’ll handle your concern confidentially.

Complaint Form

Tell us the problem you are having in as much detail as possible...
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We are proud to serve our community with top-notch pharmaceutical services and personalised care. Your health and well-being are our top priorities.
Superintendent Pharmacist: Nigel Williams
GPhC No. 2032938
Company Reg: 03546075
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