Feedback and Complaints

Sharing feedback

We welcome comments, compliments and suggestions, as they help us improve our face-to-face services. You can speak to a member of our team at the clinic or email us at info@theflorenceclinic.co.uk.

How to make a complaint

If you are unhappy with any part of our service, please tell us as soon as possible, ideally within 12 months of the event or of becoming aware of it. You can:

• Speak to the pharmacist or a member of the team at the clinic, who will try to resolve your concern straight away.
• Email us at info@theflorenceclinic.co.uk.
• Write to us at Ground Floor, 3 Elm Grove, Didsbury, Manchester, M20 6PL.

Please include your name, contact details, the date of your appointment and a description of your concern. If you are complaining on behalf of someone else, we will need their consent.

What happens next

• We will acknowledge your complaint within 3 working days.
• Your complaint will be investigated by our superintendent pharmacist, Kamber Hussain, or a senior member of the team.
• We aim to give you a full written response within 20 working days. If we need longer, we will tell you why and keep you updated.
• Our response will explain what we found, any actions we are taking and, where appropriate, an apology.

If you are not satisfied

If you are not happy with our response, you can contact the General Pharmaceutical Council, which regulates pharmacies and pharmacy professionals, at pharmacyregulation.org. For concerns about how we handle your personal information, you can contact the Information Commissioner's Office at ico.org.uk.

Our commitment

Raising a concern will never affect the care you receive from us. All complaints are handled in confidence and we use what we learn to improve our service.