Making a Comment or Complaint

At all MW Phillips Chemists branches we strive to provide exceptional quality services for our patients and customers. We have a positive attitude to receiving comments, suggestions, compliments or complaints from people and wish to offer an explanation for any concern raised, and use any customer feedback constructively to improve the NHS services we provide.

Any suggestions, comments or compliments about one of our pharmacies, its services or the staff are welcomed, and can be made verbally or in writing to the pharmacy manager who’s details can be found on the branch locator, or alternatively you can contact us direct at head office.

Making a Formal Complaint

Our aim is to deal with any complaint that has arisen as quickly as possible, and to respond within a time period agreed with you or as soon as practicable. Your complaint will be thoroughly investigated and we will seek to come to mutual understanding of what has gone wrong and of any action that may be needed to put things right.

Complaints are treated confidentially. It may be necessary, however, for the Pharmacist and staff to discuss confidential information. They will only do this as far as is necessary to investigate the complaint.

We ask you to make any comments or complaints as soon as possible after the event, so that it is possible to investigate. Normally this should be within a few days of the event happening. The NHS requests us to use the following guidelines when considering whether to deal with a complaint relating to NHS services:

Complaints should be made as soon as possible after an event and they will normally be made:

  • within 12 months of the date of the incident that caused the problem or
  • within 12 months of the date of discovering the problem

It may be possible to investigate complaints beyond these time limits, but as time passes, the ability to recall events or to obtain documents might mean that investigation would not be beneficial. If you think you have complaint about an incident that happened some time ago that you would like us to investigate, please discuss it with our Professional Services Manager, who can decide whether it will be appropriate to investigate.

PALS – Patient Advice and Liaison Service

You may also seek advice form your local Patient Advice and Liaison Service (PALS). PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or they can tell you more about the complaints procedure and independent complaints advocacy services.

ICAS – Independent Complaints Advocacy Service

If you need advice and support in making your complaint, please contact the Independent Complaints Advocacy Service (ICAS), who can offer assistance to people who want to complain about the NHS. ICAS can be contacted on 0300 4568349.

The Advocacy Support Centre is open from 9am – 5pm Monday, Tuesday Wednesday and Friday, and from 9am to 7pm on Thursdays. Outside these hours you will be able to leave a message and they will call you back the next working day, or you can email them at