Complaints Procedure
Last updated: May 2025
At PHARMHT LTD T/A Solent Pharmacy, we are committed to delivering the highest standards of service and patient care.
We welcome feedback, including complaints, as they help us improve the services we offer to the community.
1. Our Commitment
All complaints will be handled seriously, fairly, and promptly.
We aim to resolve complaints locally wherever possible, at the point they arise.
We will maintain confidentiality throughout the process and only share information with those who need to know.
We will investigate all complaints thoroughly and use findings to improve our services.
2. How to Make a Complaint
You can make a complaint:
In Person: Ask to speak with the Responsible Pharmacist or Manager at the pharmacy.
By Telephone: Call us on 02381 229024.
In Writing by addressing your letter to:
Complaints Manager, Solent Pharmacy, 9 St James Road, Southampton, SO15 5FB
Please include as much information as possible about your complaint to help us investigate efficiently, including:
Your name, address, and contact details.
A description of what happened and when.
Names of any staff members involved (if known).
How you would like us to resolve the issue, if applicable.
3. Who Can Make a Complaint
You can complain on your own behalf.
You can also complain on behalf of someone else if you have their written consent, or if you are their legal guardian, next of kin, or have power of attorney (proof may be required).
4. Time Limits for Making a Complaint
Please raise your complaint as soon as possible.
Generally, complaints should be made within 12 months of the event, or from the date you became aware of the issue.
We may still consider complaints made after this time if there is a valid reason for the delay.
5. How We Handle Complaints
Acknowledgement: We will acknowledge your complaint in writing or by phone within 3 working days of receipt.
Investigation: A full investigation will be conducted by the Complaints Manager or a senior staff member. This may involve speaking with staff, reviewing records, and examining relevant policies.
Response: We aim to respond fully to complaints within 20 working days.
If the investigation takes longer, we will keep you informed of progress.
Outcome: We will provide a clear explanation of what happened, the findings of our investigation, and any action we will take to remedy the situation or prevent it from happening again.
6. If You Are Not Satisfied
If you are unhappy with our response or the handling of your complaint, you have the right to escalate the matter. You can:
Contact NHS England at:
NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net (please state “For the attention of the complaints team”)
7. Confidentiality
Your complaint will be handled confidentially, and your privacy will be respected at all times.
Details of the complaint will only be shared with those directly involved in the investigation and resolution process.
8. Learning from Complaints
We are committed to learning from complaints and use them to:
Review and improve internal processes and procedures.
Enhance staff training.
Deliver better services to all our patients and customers.
At PHARMHT LTD T/A Solent Pharmacy, we are committed to delivering the highest standards of service and patient care.
We welcome feedback, including complaints, as they help us improve the services we offer to the community.
1. Our Commitment
All complaints will be handled seriously, fairly, and promptly.
We aim to resolve complaints locally wherever possible, at the point they arise.
We will maintain confidentiality throughout the process and only share information with those who need to know.
We will investigate all complaints thoroughly and use findings to improve our services.
2. How to Make a Complaint
You can make a complaint:
In Person: Ask to speak with the Responsible Pharmacist or Manager at the pharmacy.
By Telephone: Call us on 02381 229024.
In Writing by addressing your letter to:
Complaints Manager, Solent Pharmacy, 9 St James Road, Southampton, SO15 5FB
Please include as much information as possible about your complaint to help us investigate efficiently, including:
Your name, address, and contact details.
A description of what happened and when.
Names of any staff members involved (if known).
How you would like us to resolve the issue, if applicable.
3. Who Can Make a Complaint
You can complain on your own behalf.
You can also complain on behalf of someone else if you have their written consent, or if you are their legal guardian, next of kin, or have power of attorney (proof may be required).
4. Time Limits for Making a Complaint
Please raise your complaint as soon as possible.
Generally, complaints should be made within 12 months of the event, or from the date you became aware of the issue.
We may still consider complaints made after this time if there is a valid reason for the delay.
5. How We Handle Complaints
Acknowledgement: We will acknowledge your complaint in writing or by phone within 3 working days of receipt.
Investigation: A full investigation will be conducted by the Complaints Manager or a senior staff member. This may involve speaking with staff, reviewing records, and examining relevant policies.
Response: We aim to respond fully to complaints within 20 working days.
If the investigation takes longer, we will keep you informed of progress.
Outcome: We will provide a clear explanation of what happened, the findings of our investigation, and any action we will take to remedy the situation or prevent it from happening again.
6. If You Are Not Satisfied
If you are unhappy with our response or the handling of your complaint, you have the right to escalate the matter. You can:
Contact NHS England at:
NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net (please state “For the attention of the complaints team”)
7. Confidentiality
Your complaint will be handled confidentially, and your privacy will be respected at all times.
Details of the complaint will only be shared with those directly involved in the investigation and resolution process.
8. Learning from Complaints
We are committed to learning from complaints and use them to:
Review and improve internal processes and procedures.
Enhance staff training.
Deliver better services to all our patients and customers.