At British Chemist, we maintain high standards and strive to deliver outstanding service at all times. However, if something does not meet your expectations, we welcome your feedback. Your comments help us improve and ensure we continue delivering safe, effective, and high-quality care.
We aim to acknowledge all complaints within 48 hours. In most cases, we resolve issues within 10 days of receiving them. Occasionally, delays may occur due to circumstances beyond our control. If this happens, we will keep you informed and provide regular updates. Nevertheless, we resolve most straightforward complaints much sooner.
How Our Complaints Process Works
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Submit your complaint
You can contact us by post, telephone, or email. -
Initial review
Our team receives your complaint and may contact you for further details so we can resolve the issue quickly. -
Investigation
We carefully investigate the matter and review all relevant information. -
Update and outcome
We keep you informed of progress, especially if resolution takes longer than expected. Once our investigation finishes, we will explain the outcome clearly and implement any necessary improvements. -
Resolution confirmation
We will ask whether you are satisfied with how we handled your complaint. If you remain unhappy, we will explain the next steps available to you.
How to Contact Us
If you wish to make a complaint, please contact us first. Our Superintendent Pharmacist oversees a formal procedure to investigate complaints thoroughly and fairly.
Write to us:
British Chemist
381 Church Lane
Kingsbury
London
NW9 8JB
Telephone: 020 8004 0895
Email: complaints@britishchemist.co.uk
Escalating Your Complaint
If you feel we have not resolved your complaint appropriately, you can contact the General Pharmaceutical Council (GPhC) for further assistance using their official contact details.
General Pharmaceutical Council
25 Canada Square
London
E14 5LQ
Phone: 0203 713 8000
www.pharmacyregulation.org