Complaints

Talk to us

Phone: 01760 336774 (ask for Duty Pharmacist)
Email: [email protected] (formal & general feedback)
Post: Universal Universal Medpal Pharmacy, Ecotech Business Park, 25 Turbine Way, Swaffham PE37 7XD

Opening hours
Mon–Fri 9:00–17:00

Don’t email medical details. We’ll arrange a pharmacist call for clinical issues.

Make‑It‑Right Promise

• Acknowledge: within 3 business days
• Response: 20 working days (or we give a dated update)
• Still unhappy after 8 weeks? See Escalation below

What helps: your contact, order/ref no., what happened/when, and your ideal outcome.
Accessibility: tell us if you need large print, language support or relay services.

Escalation (independent routes)

• Alternative Dispute Resolution run by the Centre for Effective Dispute Resolution (CEDR) - independent dispute resolution after our process
• GPhC - concerns about pharmacy services or professional conduct
• NHS‑funded services - you may also contact the commissioner (local ICB)
  Ask us if you’re unsure which route fits — we’ll guide you. 

Complaints Policy

• What counts: any expression of dissatisfaction about Medpal’s services
• How to complain: phone 01760 336774 · [email protected] · post
• Fair review: led by a trained manager/pharmacist not involved where possible
• Outcomes: explanation, apology, fix/replacement, training, process change; goodwill where appropriate
• Time limit: normally raise within 12 months of becoming aware
• Confidentiality: handled on a need‑to‑know basis in line with data protection law
• Records & learning: issues logged, themes tracked, improvements implemented
• Accountable person: Superintendent Pharmacist - Michael Rudin (GPhC 2020470)
• Review: policy reviewed annually or on service/regulatory change
• Adopted: 28 Oct 2025