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HOLLYTREE Pharmacy

Our commitment

Complaints policy.

If we’ve let you down, please tell us. Here’s how to raise it and what we’ll do.

Last updated: 27 October 2026

We want every visit, phone call and order to go well. When it doesn’t, hearing about it is the best way for us to put it right and to improve. Raising a concern will never affect the care or service you get from us.

Telling us about a problem

Use whichever way is easiest for you:

  • Talk to us in the pharmacy — ask for the pharmacist on duty. If you’d rather not discuss it at the counter, we can talk in our private consultation room.
  • Phone — 020 8300 6857
  • Email — contact@hollytreepharmacy.co.uk
  • Letter — The Superintendent Pharmacist, Hollytree Pharmacy, 2-3 Hollytree Parade, Sidcup Hill, Footscray, Sidcup, DA14 6JR

It helps to know what happened and when, who you dealt with if you remember, and what you’d like us to do. If you don’t have all the details, contact us anyway.

Ideally, let us know within 12 months of what happened, or of when you found out about it. If more time has passed, we’ll still look into it whenever we reasonably can.

How we handle it

Often the pharmacist can resolve things there and then. If not, our Superintendent Pharmacist takes responsibility for your complaint. We will:

  1. confirm we’ve received it and tell you who’s looking into it, within 3 working days;
  2. look into it properly — checking our records and talking to the people involved;
  3. send you a full reply, usually within 10 working days, explaining what we found, apologising where we got something wrong, and setting out what we’re doing about it.

If a complaint needs longer, we’ll explain why and keep you updated at least every 10 working days.

Raising a concern for someone else

You’re welcome to complain on behalf of a relative or friend. Because their health information is confidential, we’ll usually need their written permission before discussing their care with you. If they aren’t able to give permission, or have died, we’ll talk with you about what we can share.

NHS services

Complaints about NHS services we provide — such as dispensing prescriptions, Pharmacy First or NHS vaccinations — follow the NHS complaints procedure. You can raise them with us, or, if you prefer, with the organisation that commissions the service:

  • NHS England — 0300 311 22 33, england.contactus@nhs.net
  • NHS South East London Integrated Care Board, for services commissioned locally

You can get free, independent help to make an NHS complaint from an NHS complaints advocacy service. Healthwatch Bexley can tell you how to reach the local service and offer advice of its own.

If you’re not satisfied with our reply

Please let us know first — we may have misunderstood something, and we’ll look at it again. You can also contact:

  • The General Pharmaceutical Council, which regulates pharmacies and pharmacy professionals, about concerns over safety, standards or conduct — 020 3713 8000, pharmacyregulation.org.
  • The Parliamentary and Health Service Ombudsman, about NHS services, once our complaints process is complete — 0345 015 4033, ombudsman.org.uk.

For concerns about how we’ve handled your personal information, see our data protection policy.

Learning from what you tell us

We keep a record of every complaint, and the Superintendent Pharmacist reviews them regularly to spot anything that keeps happening. Our focus is on fixing the way we work rather than blaming individuals, and we share what we learn with the whole team.

Related: terms of use · contact us.