Complaints Policy

Welcome to Cornwell's Chemists. We strive to provide excellent service, but if you have a complaint, we take it seriously and aim to resolve it fairly and promptly. This policy outlines how you can raise a complaint and how we will handle it.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, you can make a complaint by:

• Email: care@cornwells.co.uk
• Phone: 01782 712165
• In Person: Visiting our pharmacy at Highstreet, Newcastle, ST5 0EP
• In Writing: Sending a letter to the above address

Please provide:
- Your name and contact details
- Details of your complaint (including dates, staff names if applicable, and any reference numbers)
- How you would like the issue resolved

2. Our Complaints Process

Step 1: Acknowledgment

• We will acknowledge your complaint within 2 working days and provide a reference number.

Step 2: Investigation

• Your complaint will be reviewed by our management team.
• We may contact you for further details if needed.

Step 3: Response

• We aim to provide a full response within 10 working days.
• If further investigation is needed, we will keep you updated on progress.

3. Escalating Your Complaint

If you are unsatisfied with our response, you may escalate your complaint to:

• General Pharmaceutical Council (GPhC): The regulator for pharmacies in the UK.
  Website: www.pharmacyregulation.org
  Phone: 0203 713 8000
• NHS England (if applicable): For complaints related to NHS services.
  Email: england.contactus@nhs.net
  Phone: 0300 311 2233

4. Confidentiality

All complaints are handled confidentially in line with GDPR requirements. Only relevant staff members will access your information during the investigation.

5. Feedback & Improvements

We value feedback and use complaints to improve our services. If you have suggestions, please let us know.

6. Contact Us