If something has gone wrong, we want to know, and to put it right.
Talk to us first
Most problems are sorted out quickest by telling us straight away. Speak to any member of the team in the pharmacy, ring us on 0118 984 2935, or email [email protected]. If you would rather put it in writing, address it to Wen Shin Yap at 3 The Square, Pangbourne, Reading, RG8 7AQ.
Complaints are handled by Wen Shin Yap. We will acknowledge a complaint within three working days, look into it properly, and give you a full written reply as soon as we can, normally within twenty working days. If it is going to take longer, we will tell you why and when to expect our answer.
Please raise a complaint within twelve months of the event, or of becoming aware of it. We will always try to help with older concerns where we can.
Complaining to the NHS instead
For an NHS service you are entitled to complain to the NHS rather than to us, if you prefer. Complaints about pharmacies are handled by the local Integrated Care Board.
You can find your local board and its complaints contact at nhs.uk.
You can complain either to us or to the NHS, but not to both about the same matter.
Help making a complaint
Every area has a free, independent NHS complaints advocacy service that can help you put a complaint together and support you through it. Your local Healthwatch can tell you who provides it: healthwatch.co.uk.
If you are still not satisfied
If you have been through our procedure, or the NHS one, and are unhappy with the outcome, you can ask the Parliamentary and Health Service Ombudsman to look at it. The Ombudsman is independent of the NHS and of us. Phone 0345 015 4033.
Concerns about a pharmacist or the pharmacy
The General Pharmaceutical Council regulates pharmacies and pharmacists in Great Britain. If your concern is about a pharmacy professional's fitness to practise, or about the pharmacy's standards, you can raise it with the GPhC directly as well as with us.
Private services
For a private service we provide, the same procedure applies: tell us, and we will investigate and reply in writing. The NHS route does not apply, but the Ombudsman and the GPhC do.
What we do with complaints
Every complaint is recorded and reviewed so that we learn from it. Making a complaint will never affect the care you receive from us, and we keep what you tell us confidential.
Last reviewed September 2026.