Complaints

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Complaints Procedure

At Bushmead Pharmacy, we are committed to providing high-quality care, products, and services to all our customers. We value your feedback and take complaints seriously, as they help us improve and ensure we meet the highest standards.

If you are unhappy with any aspect of our service, please let us know as soon as possible so we can address the issue promptly.

How to Make a Complaint

You can submit a complaint to us in any of the following ways:

1. By Email

📧 acornpharmacybushmead@gmail.com

Please include:

  • Your full name

  • Contact details

  • Details of your complaint

  • Any supporting information or relevant order numbers

2. By Phone

📞 01582 596900
A member of our team will take your details and guide you through the next steps.

3. In Person

You may speak directly to a member of staff at the pharmacy:
📍 Unit 9 Bushmead Shopping Centre, Hancock Drive, Luton, LU2 7SF

What Happens Next?

  • We will acknowledge your complaint within 5 working days.

  • A full investigation will take place by the relevant team member or manager.

  • We aim to provide a detailed response within 20 working days.

  • If the issue requires more time to resolve, we will keep you updated throughout the process.

If You Are Not Satisfied

If you feel your complaint has not been resolved to your satisfaction, you may escalate it to the appropriate regulatory body.

NHS England (for NHS-related services)

Website: www.england.nhs.uk/contact-us

General Pharmaceutical Council (GPhC)

Website: www.pharmacyregulation.org

Our Commitment

Bushmead Pharmacy is dedicated to:

  • Handling complaints fairly and respectfully

  • Keeping your information confidential

  • Learning from feedback to improve our services

  • Ensuring patient safety and satisfaction remain our top priorities