Beacon Pharmacy Complaints Procedure
Effective Date: 1st June 2025
At Beacon Pharmacy, we are committed to delivering high-quality healthcare and excellent customer service. However, we understand that occasionally things may not go as expected. We welcome all feedback — including complaints — as it helps us learn, improve, and serve you better.
This document outlines how you can raise concerns with us and the steps we take to resolve them professionally and promptly.
1. How to Make a Complaint
We encourage you to raise any concerns as soon as possible so we can address them promptly.
In Person:
Visit our pharmacy at:
81 Collingwood Drive, Great Barr, Birmingham, B43 7JW
Ask to speak with the pharmacist on duty or a senior team member. They will listen to your concerns and aim to resolve the issue immediately where possible.
By Phone:
Call us on 0121 325 1203 during our business hours. A member of our team will guide you through the process.
By Email:
You can send your complaint to:
Please include as much detail as possible, including your name, contact information, and a clear description of your concern.
2. Acknowledging Your Complaint
Once we receive your complaint:
In person or by phone: We will acknowledge and begin addressing it immediately where possible.
By email: You will receive an acknowledgment within 2–3 working days confirming we’ve received your complaint and are investigating.
3. Investigation and Resolution
We take every complaint seriously and aim to resolve matters fairly and efficiently.
Information Gathering: We may need to collect additional information to fully understand the situation. If required, we will contact you for more details.
Timeframes: We aim to resolve most complaints within 2–3 weeks. If the issue is complex and takes longer, we will keep you updated regularly.
Communication: We’ll stay in touch with you throughout the process, using your preferred method of contact (phone, email, or in person).
Resolution: Once the investigation is complete, we will propose a resolution. This may include an explanation, apology, corrective action, or another suitable outcome. We will discuss this with you before closing the case.
4. Escalating Your Complaint
If you’re not satisfied with our response or proposed resolution, you may escalate your complaint:
Request a senior member of our team to review your case. This person will not have been involved in the original investigation.
If you still remain dissatisfied, you can raise your concern with the General Pharmaceutical Council (GPhC):
General Pharmaceutical Council
25 Canada Square, London, E14 5LQ
5. Continuous Improvement
All complaints are recorded, reviewed, and analysed as part of our commitment to improving patient care and service quality. We use these insights to identify trends, update procedures, and provide staff training where needed.
We value your feedback and thank you for giving us the opportunity to resolve your concerns. Your trust and wellbeing are important to us.
If you have any questions about this procedure or wish to raise a complaint, please contact us at:
📍 Beacon Pharmacy
81 Collingwood Drive, Great Barr, Birmingham, B43 7JW
📞 0121 325 1203
