1. Who can complain

You can complain if:

•        You are a patient or customer of Caledonian Pharmacy.

•        You are a representative acting on behalf of someone else, with their consent (or, where they have died or are unable to consent, where you have a legitimate interest).

•        You are a third party affected by something we have done or failed to do.

2. How to make a complaint

Most issues can be resolved quickly if you raise them with us as soon as possible. We will try to resolve your concern at the earliest opportunity, ideally on the same day.

You can complain in the way that is easiest for you:

•        In person: speak to a member of our team at 96–98 Caledonian Road, Islington, London N7 9RP.

•        By telephone: 020 7609 0798.

•        By email: info@caledonianpharmacy.co.uk

•        By post: FAO The Superintendent Pharmacist, Caledonian Pharmacy, 486a Caledonian Road, Islington, London N7 9RP.

If you wish to make a formal written complaint, please include:

•        Your full name and contact details.

•        The name of the person the complaint is about, if known.

•        A clear description of what happened, including dates.

•        How it has affected you and what outcome you are hoping for.

3. Time limits

We ask that complaints are raised as soon as possible after the event, and ideally within twelve months of the event happening or of you becoming aware of it. We may still consider complaints made later than this where there is a good reason.

4. How we will handle your complaint

Step 1: Acknowledgement

We will acknowledge your complaint in writing within three working days of receiving it. The acknowledgement will confirm that we have received your complaint and explain who will be looking into it.

Step 2: Investigation

Our Superintendent Pharmacist, Neil Gathani, is responsible for managing complaints. He, or a senior member of the team, will investigate. This may involve speaking to you, reviewing records, speaking to members of our team, and seeking external clinical or professional advice where appropriate.

Throughout the investigation, your information will be handled in confidence and only shared with those who need to know in order to investigate your complaint.

Step 3: Response

We aim to provide a full written response within twenty working days of acknowledging your complaint. Where the matter is more complex, and we need more time, we will write to you to explain why and to give a revised timescale.

Our response will explain:

•        What we found when we investigated.

•        Whether we believe the complaint is upheld in full, in part, or not upheld.

•        Where appropriate, an apology and an explanation of what we will do to put things right.

•        Any changes we will make to our practice as a result of your complaint.

•        How to take your complaint further if you remain unhappy.

5. If you are not satisfied with our response

If you are unhappy with our response, please tell us. We will try to resolve any remaining concerns through further discussion or, where appropriate, a meeting.

If, after this you are still not satisfied, you can take your complaint to one of the following bodies, depending on the nature of the issue:

5.1 NHS services

If your complaint relates to an NHS service we have provided (for example, NHS prescriptions or NHS-funded services such as Pharmacy First, Smoking Cessation, or Contraception), you can contact:

•        NHS England Complaints Team. Telephone: 0300 311 22 33. Email: england.contactus@nhs.net. Post: NHS England, PO Box 16738, Redditch, B97 9PT.

You can also contact the Parliamentary and Health Service Ombudsman, who reviews unresolved NHS complaints:

•        Telephone: 0345 015 4033. Website: ombudsman.org.uk.

5.2 Pharmacy professional standards

If your complaint is about the conduct of a pharmacist, the running of a pharmacy, or the standards of care provided, you can raise a concern with the General Pharmaceutical Council, which is the regulator for pharmacies and pharmacy professionals in Great Britain:

•        Website: pharmacyregulation.org/raising-concerns

•        Telephone: 020 3713 8000

•        Post: General Pharmaceutical Council, 25 Canada Square, London E14 5LQ

5.3 Personal data and privacy

If your complaint relates to how we have handled your personal data, please first contact us at info@caledonianpharmacy.co.uk. You also have the right to complain to the Information Commissioner’s Office:

•        Website: ico.org.uk

•        Helpline: 0303 123 1113

5.4 Local Healthwatch

Healthwatch Islington provides free, independent and confidential support to people making complaints about NHS services and may be able to support you:

•        Website: healthwatchislington.co.uk

6. Records

We keep a confidential record of all complaints, investigations and outcomes. We review complaints regularly as part of our ongoing improvement of services. Records are kept securely in line with our Privacy Policy and applicable retention guidance.

7. Confidentiality and the right to complain

All complaints are treated in the strictest confidence. We will not share information about you or your complaint beyond those who need to know to investigate the matter. Making a complaint will not affect your future treatment or service in any way.

8. Contact

If you have any questions about this Procedure or you would like help in making a complaint, please contact us:

•        Email: info@caledonianpharmacy.co.uk

•        Telephone: 020 7609 0798

•        Post: FAO The Superintendent Pharmacist, Caledonian Pharmacy, 486a Caledonian Road, Islington, London N7 9RP

Last updated: April 2026.