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Feedback and Complaints

At [Livewell Pharmacy], we are committed to providing safe, high-quality pharmacy services. We welcome feedback and take complaints seriously, as they help us improve our services and maintain high professional standards.

1. Giving Feedback

We welcome feedback about our services, whether positive or constructive.

You can provide feedback by:

  • Emailing us at [hyhealthcareltd@gmail.com]

  • Using the contact form on our website

  • Writing to us at [Livewell Pharmacy, 15 Grape Street, London, WC2H 8DR]

All feedback is reviewed by our pharmacy team and helps us improve the quality of care we provide.

2. Making a Complaint

If you are unhappy with any aspect of our service, please let us know as soon as possible so we can investigate and resolve the issue promptly.

How to Make a Complaint

You can make a complaint by:

To help us investigate your complaint, please include:

  • Your full name and contact details

  • A clear description of what went wrong

  • Relevant dates, order numbers, or reference details

3. What Happens Next

  • We will acknowledge your complaint within 2 working days.

  • Your complaint will be reviewed and investigated by a senior member of the pharmacy team, which may include the Superintendent Pharmacist.

  • We aim to provide a full written response within 10 working days.

  • If the investigation takes longer, we will keep you informed of the progress and expected timeframe.

4. Confidentiality and Fairness

All complaints are handled confidentially and in line with UK data protection legislation.
Making a complaint will not affect your future care or access to our services.

5. Our Response

Where appropriate, our response will include:

  • An explanation of what happened

  • An apology if something went wrong

  • Details of any actions taken to resolve the issue

  • Steps we have taken to prevent the issue from happening again

6. Escalating Your Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed further.

You also have the right to raise concerns with the General Pharmaceutical Council (GPhC), which regulates pharmacies and pharmacists in Great Britain.

General Pharmaceutical Council (GPhC)
Website: www.pharmacyregulation.org
Phone: 020 3365 3400

The GPhC can provide independent advice and consider concerns about pharmacy services or the professional conduct of pharmacy staff.

7. Learning and Improvement

All feedback and complaints are recorded and reviewed as part of our ongoing commitment to patient safety, service improvement, and compliance with GPhC standards.

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