Complaints Policy

Peak Pharmacy aims to provide high-quality healthcare services for all of our customers, but we realise that sometimes we don’t always get things right.

All complaints will be treated with dignity, respect and investigated thoroughly, and whilst we endeavour to get things right the first time complaints give us the opportunity to reflect on our practice and improve.

During the process of investigating complaints, we may need to share confidential information with another healthcare professional, for example, your GP. Please be rest assured that confidential information will not be shared with a third party without your explicit consent.

If you wish to make a complaint you can find reach us in one of the following ways:

Phone: 0115 9512111 (Mon-Fri 09:00-17:00)

Email: Contact Us Form

Post:

The Superintendents Team,

Manor House,

Merlin Way,

Ilkeston, DE7 4RA

Our NHS Complaints Policy

If your complaint is about an NHS service, for example dispensing NHS prescriptions we will acknowledge your complaint within 3 working days. Your complaint will be dealt with in a timely fashion and this will usually be within 20 working days, but no more than 40 working days.

We will always offer an apology, where it is appropriate, and above all attempt to resolve the issue to your satisfaction.


A working day is classed as Monday – Friday during standard office hours and excludes Bank Holidays and acknowledgement of receipt maybe by phone, email or letter. Investigations (where appropriate) will normally be undertaken by the area manager with oversight from the Superintendent’s team. Records will be maintained and stored securely so that we can learn from any feedback provided.


If we cannot resolve the problem to your satisfaction, or you are unsatisfied with how your complaint was handled you can escalate your complaint to your local primary care organisation or the Ombudsman.

NHS England

Web: https://www.england.nhs.uk/contact-us/complaint/

Phone: 0300 3112233

Email: england.contactus@nhs.net  stating “For the attention of the complaints team” in the subject

Post:

NHS England
PO Box 16738
Redditch
B97 9PT

The Ombudsman


Complaints – Contact Us

If you wish to make a complaint please use the form below to reach one of our superintendent’s team directly: