Feedback and complaints

Giving feedback

You can tell us about your experience, good or bad, at any time:

• call us on 020 3105 6252
• use our secure contact form and choose "Feedback or a complaint"
• email admin@pushpharmacy.co.uk (please don't include medical details)
• write to us at Push Pharmacy, Unit 3, 242 Romford Road, London E7 9HZ

Making a complaint to us

You can complain by phone, in writing or through our contact form. You can also ask someone, such as a family member or carer, to complain for you. We'll need your permission to discuss your information with them.

Complaints are handled by our complaints manager, Imran Patel, Superintendent Pharmacist.

What happens next

1. We'll acknowledge your complaint within 3 working days. If you complained by phone, we'll write down what you told us and send you a copy.
2. We'll offer to talk it through with you, including how we'll look into it and when you can expect a full reply.
3. We'll investigate and keep you updated if it's taking longer than expected.
4. We'll send you a written response explaining what we found, what we've done or will do about it, and what to do if you're still not happy.

Please try to complain within 12 months of the event, or of when you found out about it. We can still look into older complaints if there's a good reason for the delay and it's still possible to investigate properly.

Making a complaint won't affect the care you get from us.

Complaining to the NHS instead

If you'd rather not complain to us directly about our NHS services, you can complain to the NHS body that commissions them. Wherever you live in England, this is NHS North East London, because our NHS contract is with them.

You can complain to us or to NHS North East London, but not to both about the same thing.

If you're not happy with the outcome

If you've complained about our NHS services and you're not happy with the final response, you can ask the Parliamentary and Health Service Ombudsman to look at it. The Ombudsman is independent and free, and usually expects you to contact them within 12 months.

Free help to make a complaint

An independent NHS complaints advocate can help you make a complaint about NHS services, at any stage, for free.

• If you live in Newham: contact POhWER on 0300 456 2370 or pohwer@pohwer.net.
• If you live elsewhere in England: contact your local council or your local Healthwatch, who can tell you about the free advocacy service in your area.

Concerns about safety or professional standards

If you're worried that our pharmacy or one of our pharmacists isn't safe or isn't meeting professional standards, you can raise a concern with the General Pharmaceutical Council (GPhC), the regulator for pharmacies in Great Britain. The GPhC looks into serious concerns, not everyday service issues like delays or prices.

Private services

For private prescriptions and other private services, please complain to us in the same way. The NHS complaints process and the Ombudsman don't cover private services, but you can still raise a concern with the GPhC. Your legal rights as a consumer aren't affected.

Complaints about how we use your information

If you're unhappy with how we've handled your personal information, please tell our data protection officer first, using any of the contact details above. We'll acknowledge your complaint within 30 days, look into it, keep you updated and tell you the outcome.

You can also complain to the Information Commissioner's Office (ICO) on 0303 123 1113 or at ico.org.uk/make-a-complaint. See our privacy notice for more.

Last updated: 29 September 2026