Complaints Policy

How to make a complaint

You can complain in whichever way suits you:

• Email: admin@twilightpharmacy.co.uk with “Complaint” in the subject line
• Post: The Superintendent Pharmacist, Twilight UK Limited, 309 Bolton Road, Memorial Health Centre, Birmingham, B10 0AU
• In person: at any Twilight Pharmacy branch

Please include your name, your order or consultation reference if you have one, what happened, and what you would like us to do.

What happens next

• We will acknowledge your complaint within 3 working days.
• Your complaint is investigated by a senior member of staff who was not involved in the matter. Clinical complaints are reviewed by our Superintendent Pharmacist, Usman Ali Khan.
• We aim to give you a full written response within 20 working days. If we need longer, we will tell you why and when you can expect our response.
• Our response will explain what we found, what we have done, and anything we have changed as a result.

If you are not satisfied

If you are unhappy with our response, you can raise your concern with the pharmacy regulator:

General Pharmaceutical Council (GPhC)
25 Canada Square, London E14 5LQ
pharmacyregulation.org/raising-concerns

Complaints about how we have handled your personal data can also be made to the Information Commissioner's Office at ico.org.uk.

Side effects and product concerns

If you have experienced a side effect from a medicine, please contact us so a pharmacist can advise you, and report it through the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk. In an emergency, call 999 or go to A&E.

Our commitment

Making a complaint will never affect the care or service you receive from us. Every complaint is recorded, reviewed by our Superintendent Pharmacist, and used to improve how we work.