At Chemist2Door, we are committed to providing safe, high-quality healthcare. If you are unhappy with any aspect of our service, treatment, or delivery, please let us know so we can resolve the issue promptly.

Our Duty of Candour

We follow the Duty of Candour. If something goes wrong with your treatment or care, we will be open and honest. We will apologize, explain clearly what happened, and take action to put things right.

How to File a Complaint

We handle complaints exclusively via phone and email. As a remote online pharmacy, we cannot accept complaints in person at our registered premises.

• Phone: 020 4629 8599 (We aim to resolve minor concerns immediately on the phone whenever possible).
• Email: nhspharmacy.fxt52@nhs.net

Who Can Complain?

You can raise a complaint yourself if you have received services or medication from us. You may also complain on behalf of someone else if you have their consent, or if they are a child, lack mental capacity, or are deceased.

Time Limit

Complaints should be made within 12 months of the incident or within 12 months of becoming aware of the issue. Exceptions may be made if there are valid reasons for the delay.

Our Complaint Process & Timelines

1. Acknowledgment: We will acknowledge your complaint in writing within 5 working days.
2. Investigation: Your complaint will be investigated by a senior staff member or the Responsible Pharmacist.
3. Response: We aim to send a full written outcome within 20 working days. This will detail our findings, any actions taken, and an apology where appropriate.

Delivery & Medication Issues

• Damaged Items: If your package arrives damaged, contact us immediately via phone or email. Do not attempt to return items in person. Once verified by the pharmacist, a replacement will be issued.
• Missing Packages: If your order has not arrived, we will trace the shipment with Royal Mail. If lost, we will contact your prescriber to re-issue your medication promptly.

Independent Escalation

If you are not satisfied with our final response regarding an NHS service, you have the right to contact the Parliamentary and Health Service Ombudsman (PHSO):

• Website: www.ombudsman.org.uk
• Helpline: 0345 015 4033
• You may also contact NHS England directly.