XYZ Pharmacy
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Complaints

Last updated: March 2025

At XYZ Pharmacy, we take every complaint seriously. If something has not met your expectations, we want to hear from you so we can put it right and improve our services. This page sets out how to raise a complaint and what you can expect from us.

How to Raise a Complaint

You can raise a complaint at any time by contacting our dedicated complaints team. We ask that you provide as much detail as possible — including your name, a description of the issue, and any relevant dates — so we can investigate thoroughly.

Stage 1

Formal Complaint

Email us at complaints@curely.com with "Formal Complaint" in the subject line. Please include your full name, a clear description of your concern, and any relevant dates or reference numbers.

We will acknowledge your complaint within 3 working days and aim to provide a full written response within 20 working days. If we need more time or further information, we will contact you to let you know.

Our response will include a summary of our findings and confirm any actions we have taken or intend to take to resolve your concern.

Where a complaint relates to patient safety or safeguarding, we will notify our safeguarding lead immediately and take all necessary steps to protect those involved.

Stage 2

Internal Appeal

If you are not satisfied with our Stage 1 response, you may request an internal appeal within 3 months of receiving that response.

Please send a written description to complaints@curely.com explaining clearly why you are dissatisfied with our original response.

Your appeal will be reviewed by a senior member of our team who was not involved in the original investigation. We will provide a written outcome within 20 working days.

Stage 3

External Resolution

If we have been unable to resolve your complaint at Stage 2, you may refer the matter to an independent external body for review.

MEDSU (Medical Services Dispute Resolution Unit) provides an impartial and objective complaints resolution service. They can carry out an independent review and determination of your complaint.

You may also refer concerns about our pharmacy services to the General Pharmaceutical Council (GPhC) or, for concerns about clinical care, to the Care Quality Commission (CQC).

Response Timelines

  • Acknowledgement3 working days
  • Stage 1 full response20 working days
  • Stage 2 appeal outcome20 working days
  • Time limit to request Stage 23 months from Stage 1 response

External Bodies