We take every customer concern and clinical-safety issue seriously. Patient feedback is used constructively — to protect our community, refine our processes, and improve the care delivered across all four Oxford branches.
Where the investigation is more complex, we’ll let you know early and agree an extended timeline with you in writing.
Every verbal or written concern is securely registered in our governance audit log the moment it is raised — by phone, by email, or face-to-face in branch.
Our branch manager reviews pharmacy workloads, dispensary records, supplier logs, and staff processes to isolate the true root cause — not just the symptom.
You receive a written explanation in plain English detailing what happened, what procedural or training adjustments have been made, and how we are preventing a repeat.
Pick the right contact for the right concern — your message goes directly to a named Complaints Manager, not a generic inbox.
Any concern about medication, dispensing, vaccinations, clinical advice, or patient safety. These go to the pharmacist with statutory responsibility for clinical governance.
Anything else — waiting times, branch experience, communication, billing queries, or non-clinical feedback. These go to our operations-side Complaints Manager.
If you remain dissatisfied with our local investigation and final response, you have a legal right to escalate the matter directly to the Parliamentary and Health Service Ombudsman — the independent body that investigates complaints about NHS services in England.
The Ombudsman normally expects you to complete our local complaints process first. Time-limit: complaints to PHSO should ordinarily be raised within 12 months of when you first knew the matter you want investigated.
For concerns specifically about the conduct, competence, or registration of a pharmacist, or about a registered pharmacy premises, you may raise the matter with our independent statutory regulator.
For complaints about how your personal data has been handled, you can refer the matter to the ICO — the UK’s data-protection authority.
Send your message directly to a named manager — we’ll acknowledge within 3 working days.
This procedure was last reviewed on 19 May 2026. Reviewed at least annually and after any material change to NHS or GPhC complaint guidance.
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