Complaints Procedure

1. Making a complaint to Curo Pharmacy

We want you to be entirely satisfied with the service you receive from Curo Pharmacy. If something hasn't gone as expected, please tell us — we genuinely want to put it right.

The quickest way to resolve a concern is usually to speak with us directly. You can contact us by:

When contacting us, please ask to speak to the Superintendent Pharmacist (Abid Malluk) or, in his absence, the Responsible Pharmacist on duty.

2. Our internal complaints process

When you contact us with a complaint:

• We will acknowledge your complaint within 3 working days.
• We will carry out a thorough, confidential investigation.
• We aim to provide a full written response within 20 working days. If this is not possible, we will keep you informed of progress.
• You will be given a clear explanation of our findings, any action we have taken, and what we will do to prevent a recurrence.

All complaints are treated confidentially and will not affect the care you receive at Curo Pharmacy.

3. NHS complaints procedure

We also operate a complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets the national criteria, and our pharmacist can give you further information.

The NHS has its own complaints procedure, which is always the first step for any NHS-related complaint. You can find detailed information about the NHS complaints procedure on the NHS website.

NHS England complaints facility

4. Regulatory bodies

You can also raise concerns with the bodies that regulate community pharmacy:

General Pharmaceutical Council (GPhC)

The GPhC is the independent regulator for pharmacists and pharmacies in Great Britain. Concerns about professional conduct, premises standards, or patient safety can be raised with them directly.

Care Quality Commission (CQC)

For concerns about quality and safety of healthcare more broadly, you can also contact the CQC.

5. Patient Advice and Liaison Service (PALS)

PALS provides free, confidential support for anyone with concerns about NHS services. PALS isn't part of the formal complaints procedure, but they can often resolve concerns informally — or explain the complaints procedure if you want to take things further.

You can find your nearest PALS office on the NHS website.

6. Independent Complaints Advocacy Service (ICAS)

If you need advice and support in making your complaint, ICAS can help. ICAS offers free, independent advocacy to people complaining about NHS services.

7. Parliamentary and Health Service Ombudsman

If you have already complained to us and to the NHS and are still unhappy with the outcome, you can ask the Parliamentary and Health Service Ombudsman to look into your complaint independently.

8. Healthwatch

Local Healthwatch organisations are independent champions for patients and the public. They listen to concerns about NHS and social care services in your area, and can help you find the right route to make a complaint.

Visit healthwatch.co.uk to find your local branch.

9. Our commitment