Complaints Procedure
1. Our Commitment
As a GPhC-registered pharmacy, we are required to respond to concerns about our services effectively, fairly, and promptly, and to learn from them. This page explains how to raise a concern with us, what happens next, and how to take it further if you're not satisfied with our response.
You can complain about any aspect of our service — dispensing, delivery, consultations, our website, customer service, or how we've handled your personal data.
2. How to Make a Complaint
You can raise a concern with us in any of the following ways:
- Email: info@maverickpharmacy.co.uk
- Phone: 0121 471 2460 (Mon–Fri, 9am–6pm)
- Online: via our Contact Us form — select "Complaint" as the reason for contacting us
- In writing: addressed to Maverick Healthcare Ltd, Birmingham, England
Please include your name, contact details, order or booking reference (if applicable), and as much detail as possible about what happened.
If you'd prefer someone else to raise the complaint on your behalf (a relative, carer, or advocate), that's absolutely fine — please let us know and, where the complaint involves someone else's personal or medical information, we may need their written consent before we can respond in detail.
3. What Happens Next
- Acknowledgement. We aim to acknowledge your complaint within 3 working days of receiving it.
- Investigation. Your complaint is reviewed by a senior member of the pharmacy team, including our superintendent pharmacist where it involves a clinical or dispensing matter.
- Response. We aim to provide a full written response within 20 working days. If we need longer — for example, because the matter is complex — we will contact you to explain why and give a revised timescale.
- Learning. Where a complaint identifies something we can do better, we record it and use it to improve our processes and training.
4. Complaints About NHS-Funded Services
If your complaint relates to an NHS-funded prescription or service, you also have the right to use the NHS complaints procedure. We will tell you how to do this if you ask, or you can find guidance directly via the NHS complaints guidance page.
5. Complaints About How We Handle Your Data
If your concern relates to how we've collected, stored, or used your personal data, please see our Privacy Policy for full details of your rights under UK GDPR. You can raise a data protection concern with us using the contact details above, and you also have the right to complain directly to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection:
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
6. If You're Not Satisfied With Our Response
If you've been through our complaints process and remain unhappy with the outcome, you can refer the matter to the relevant independent body:
- General Pharmaceutical Council (GPhC) — for concerns about pharmacy standards, our registration, or the conduct of our pharmacy professionals: www.pharmacyregulation.org
- NHS England — for unresolved complaints about NHS-funded services: NHS complaints guidance
- Parliamentary and Health Service Ombudsman (PHSO) — if you remain unhappy after exhausting the NHS complaints process: www.ombudsman.org.uk
- Information Commissioner's Office (ICO) — for unresolved data protection concerns: ico.org.uk/make-a-complaint