Pharmacy2U Complaints Process
Updated
How to raise a complaint or whistleblowing concern with Pharmacy2U
Who this is for
Anyone outside Pharmacy2U who wants to tell us about a problem or a concern in the public interest.
What you can raise
Complaints about our services, our staff, or our actions or inactions.
Whistleblowing disclosures about wrongdoing in the public interest, including concerns about crime, legal breaches, health and safety dangers, environmental harm, miscarriages of justice, or deliberate concealment.
How to contact us
Email: enquiries@pharmacy2u.co.uk
Post: Pharmacy2U, Lumina, Park Approach, Thorpe Park, Leeds LS15 8GB
What happens next
We will acknowledge your message within 5 working days.
We aim to send a full reply within 15 working days. If we need more time, we will explain why and when you can expect a full response.
If we accept your complaint for investigation, we will look into it and aim to complete that within a further 10 working days. We will tell you the outcome and what we will do to put things right.
We may suggest a phone call or meeting to help us understand the issue and agree next steps. Our aim is to complete our investigation and provide a full response within 15 working days of receiving your complaint. If a call or meeting is needed, or if we ask you for further information, this timing depends on your availability and timely responses. Where scheduling or information delays arise, we will:
keep you updated and offer the earliest available slots
continue progressing what we can on our side
agree a revised target date with you if the 15 working day target cannot be met for these reasons
If you prefer written updates only, please tell us and we will continue in writing.
If you write to us by post, we will acknowledge your letter within 5 working days of receiving it. If you include a phone number or email address, we may contact you to resolve matters more quickly. If we only have your postal address, we will reply by post. Please allow extra time for postal delivery.
If your concern is about personal data
You have a legal right to complain to us about how we process your personal data. We will acknowledge your data protection complaint within 30 days and take appropriate steps to investigate and respond without undue delay.
Where to send it: [email protected]
Read more in our Privacy Notice
Protection and oversight for complaints and whistleblowing
We take your privacy and safety seriously. The following controls apply when you raise a complaint or a whistleblowing concern:
Confidentiality: We handle grievances in strict confidence and only share information where needed to look into your concern or to meet our legal duties.
Independent oversight: Where required, an impartial manager or approved third party will oversee the process to help ensure fairness.
No retaliation: We do not tolerate retaliatory behaviour against anyone who raises a concern in good faith. If it is established that a Pharmacy2U employee has retaliated against a complainant, we may take disciplinary action, up to and including dismissal.
How we use your information
We handle your information in line with data protection law. Depending on the situation, we may rely on contract, legal obligation or legitimate interests to investigate and respond. If health information or other sensitive data is involved, we may rely on legal claims, health and social care, or substantial public interest provisions, where applicable. We keep records only as long as necessary and in line with our Data Retention Schedule.
If you are not satisfied
If you remain unsatisfied after our reply, our response will tell you how to request an internal escalation and a further review.
Request an internal review within 20 working days of our reply.
A reviewer who was not involved in the original decision will look at your case.
We aim to complete the internal review within 20 working days and will explain our final position.
You can always escalate relevant complaints to:
NHS England for NHS services: https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/
Care Quality Commission (CQC) for our Online Doctor service: https://www.cqc.org.uk/contact-us
General Pharmaceutical Council (GPhC) for any type of complaint: https://www.pharmacyregulation.org/patients-and-public/reporting-concerns
Accessibility
If you need help to raise a concern, email [email protected]. We can provide support and alternative formats.
