Complaints Procedure
At The Health Dispensary, we are committed to providing safe, professional, and patient-focused healthcare services, both in our community pharmacy and through our online services. If you are unhappy with any aspect of our service, we welcome your feedback and take all concerns seriously. Complaints help us to improve and maintain high standards of care.
How to Make a Complaint
If you wish to make a complaint, you can contact us using the details below:
In Writing:
Alison Linda Sparkes
153–155 Windsor Rd, Neath , Wales, SA11 1NU
Via Email:
Email: help@healthdispensary.co.uk
If you need help making a complaint, please contact us and we will assist you
What Happens Next
Once we receive your complaint, we will:
- Acknowledge receipt within 2 working days.
- Investigate the matter thoroughly, which may include reviewing relevant records and consulting team members.
- Provide a full response or update within 20 working days.
If the investigation requires more time, we will keep you informed and explain the reason for any delay.
Unresolved Complaints
If you are not satisfied with our response, you may escalate your complaint to the appropriate organisation, depending on the type of service received.
For NHS Services (Wales):
You may contact the Public Services Ombudsman for Wales (PSOW):
Website: https://www.ombudsman.wales
Phone: 0300 790 0203
The Ombudsman provides an independent review of complaints about NHS services in Wales.
For Private Services / Online Pharmacy Services:
If your complaint relates to private treatment, online consultations, or professional conduct, you may contact the General Pharmaceutical Council (GPhC):
GPhC: Report a Concern
Please note: The GPhC does not resolve individual complaints but investigates concerns about pharmacy standards and fitness to practise.
Your Rights and Confidentiality
All complaints are handled confidentially and in accordance with UK GDPR and data protection legislation. Raising a complaint will not affect your care in any way. We are committed to treating all concerns fairly, respectfully, and without discrimination.
Let Us Know
We aim to deliver high-quality, professional care across our community pharmacy and online services. If something hasn’t gone right, please tell us — your feedback helps us improve and ensures we continue to meet regulatory and professional standards.