We are listening
Complaints
We are committed to providing safe, high-quality care and good service. If something has not gone as it should, we want to hear about it so that we can put it right and improve.
Talk to us first
Many concerns can be sorted out quickly. If you are unhappy about any part of our service, please speak to a member of our team or ask for the pharmacist. We can often resolve the issue there and then.
How to make a complaint
If you would prefer to make a formal complaint, you can do so in person, by phone on 01493 857888, by email at customercare@pharmacyexprezz.org.uk, or by writing to us at Ground Floor, Row 60, 183a King Street, Great Yarmouth NR30 1LS.
To help us look into your complaint, please tell us your name and contact details, what happened and when, who was involved if you know, and what you would like us to do to put things right.
What happens next
We will acknowledge your complaint within three working days. We will then look into it carefully and aim to give you a full response within twenty working days. If our investigation needs longer, we will let you know and keep you updated.
We treat every complaint fairly and in confidence, and making a complaint will never affect the care you receive.
Complaining for someone else
If you are complaining on behalf of another person, we will normally need their written consent so that we can share information with you, unless they are unable to provide it. This protects everyone’s confidentiality.
If you are not satisfied
We hope to resolve your complaint fully. If you are not satisfied with our response, your next step depends on whether your concern relates to an NHS service or a private service.
NHS services
For NHS services, you can ask the body that commissions our NHS services to review your complaint. In our area this is NHS Norfolk and Waveney Integrated Care Board. If you remain unhappy after the local process, you can ask the Parliamentary and Health Service Ombudsman to consider your complaint at ombudsman.org.uk or by phone on 0345 015 4033.
Private services
For private services, if your concern relates to professional standards or conduct, you can raise it with the General Pharmaceutical Council, which regulates pharmacies and pharmacy professionals.
Regulator and independent advice
You can raise concerns about a pharmacy or a pharmacy professional with the General Pharmaceutical Council at pharmacyregulation.org or by phone on 020 3713 8000.
Free, independent support with an NHS complaint is available through NHS Complaints Advocacy, and you can find local information and advice through Healthwatch Norfolk at healthwatchnorfolk.co.uk.
How to contact us
If you have any questions about this page, or you would like to make a request, please get in touch. We are always happy to help.