Complaints

Talk to us

Phone: 01760 336774 (ask for Duty Pharmacist)
Email: [email protected] (formal & general feedback)
Post: Universal Medpal Pharmacy, Ecotech Business Park, 25 Turbine Way, Swaffham PE37 7XD

Opening hours
Mon–Fri 9:00–17:00

Don't email medical details. We'll arrange a pharmacist call for clinical issues.

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MakeItRight Promise

Acknowledge: within 3 business days
Response: 20 working days (or we give a dated update)
Still unhappy after 8 weeks? See Escalation below

What helps: your contact, order/ref no., what happened/when, and your ideal outcome.
Accessibility: tell us if you need large print, language support or relay services.

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Escalation (NHS Services)

If we are unable to resolve your complaint to your satisfaction, then you may escalate your complaint to NHS England by any of the following methods:

• By post to: NHS England, PO Box 16738, Redditch, B97 9PT
• By email to: [email protected], stating ‘For the attention of the complaints team’ in the subject line.
• By telephone: 0300 311 22 33

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Escalation (independent routes)

• Alternative Dispute Resolution run by the Centre for Effective Dispute Resolution (CEDR) – independent dispute resolution after our process
• GPhC – concerns about pharmacy services or professional conduct
• NHS-funded services – you may also contact the commissioner (local ICB).

Ask us if you're unsure which route fits – we'll guide you.

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Complaints Policy

What counts: any expression of dissatisfaction about Medpal's services

How to complain: phone 01760 336774 · [email protected] · post

Fair review: led by a trained manager/pharmacist not involved where possible

Outcomes: explanation, apology, fix/replacement, training, process change; goodwill where appropriate

Time limit: normally raise within 12 months of becoming aware

Confidentiality: handled on a need-to-know basis in line with data protection law

Records & learning: issues logged, themes tracked, improvements implemented

Accountable person: Superintendent Pharmacist – Michael Rudin (GPhC 2020470)

Review: policy reviewed annually or on service/regulatory change

Adopted: 28 Oct 2025

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