Feedback and patient care
Complaints procedure
Tell us when something has not gone as expected so we can put it right and improve our service.
How to make a complaint
Choose the method that suits you
In writing
Letter Box Pharmacy
4 Brick Lane
London
E1 6RF
By telephone
0207 377 0727
Ask to speak to the Pharmacy Manager.
By email
What to include
- Your full name and contact details
- A clear description of the concern
- The date and time of the incident
- Names of any staff involved, if known
- The outcome you are seeking, if applicable
What happens next
- 01
Acknowledgement
We acknowledge complaints within three working days of receiving them.
- 02
Investigation
We review the concern, speak with relevant staff and check the appropriate records.
- 03
Response
We aim to provide a full written response within 15 working days and will update you if more time is needed.
If you are not satisfied
For an NHS service complaint, you can contact NHS England at england.contactus@nhs.net or call 0300 311 22 33.
For concerns about professional conduct or patient safety, contact the General Pharmaceutical Council or call 0203 713 8000.
Your feedback matters
We treat every complaint seriously and use feedback as an opportunity to learn and improve.