Whilst we always try our best, we realise that sometimes we don’t always get things right. So, if you have concerns, suggestions or feedback about how Circle Pharmacy has done, we’d love to hear them. 

Our core value is to be incredible.  Nimrah, Kiran and Naeem, as the leaders in our pharmacy, know how important it is to maintain this high standard.   We want to provide the best service possible, so we’ll take time to understand your feedback and use it constructively to improve our service.

When we receive a complaint it is usually because something in the chain of communication has broken down.

We take all complaints seriously, but also try to learn from the event to ensure these are few and far between.  It may be in investigating your compalint we have to consult with other professionals, such as your GP.  

We treat all complaints with dignity and respect. We’ll only discuss confidential information if it’s needed to resolve your complaint and never with a third party, unless they have your permission.

We will ensure that:

• You will receive a timely and appropriate response 
• Your complaint is fully investigated
• You are treated with respect and courtesy
• We keep you informed with the progress of your complaint and the actions we are going to take
• We help you to understand our complaints procedure if needed

How to get in touch

• Email us at customercare@circlepharmacy.co.uk
• Phone us on 01274 305123 (Monday – Friday 09:00 – 18:00)
• Write to us at:
  Pharmacy Manager
  Backstone Business Centre
  33 Saltaire Road
  Shipley
  West Yorkshire, BD18 3HH

Complaints Policy – NHS Services (England)

We’ll always offer an apology, if appropriate, and aim to give you a full explanation to resolve the issue to your satisfaction. 

If you are not satisfied with the way we handled your complaint, you can escalate your complaint to the local Primary Care Organisation or the Ombudsman

NHS England

• Call 0300 3112233
• Email: england.contactus@nhs.net  stating “For the attention of the complaints team” in the subject line
• Write to:
  NHS England
  PO Box 16738
  Redditch
  B97 9PT

The Ombudsman

• Visit www.ombudsman.org.uk
• Call the complaints helpline 0345 0154033
• Email phso.enquiries@ombudsman.org.uk
• Write to:
  The Parliamentary and Health Service Ombudsman
  Millbank Tower
  Millbank
  London
  SW1P 4QP 

Please ask a member of our pharmacy team for a copy of our Complaints Handling Procedure for more information.

Working days under these regulations means Monday – Friday and excludes Bank Holidays.   The acknowledgement may be over the phone by email or by letter. Investigations, if necessary, are normally conducted by the Pharmacy Manager and are overseen by the Pharmacy Superintendent.

We will retain records of all complaints and produce reports so that we can learn from feedback and work to improve the service we offer.

Pharmacy Manager: Nimrah Zeb

Responsible Person: Nimrah Zeb  Superintendent Pharmacist