Complaints Process – Meshkati Pharmacy

At Meshkati Pharmacy, we are committed to providing the highest standard of care. If something has not met your expectations, we want to hear from you so we can make it right. This page outlines how to raise a concern and what to expect from us.

Our Commitment

We take all complaints seriously and treat them as an opportunity to improve. Every complaint is handled with respect, confidentiality, and fairness — and we aim to resolve concerns as quickly as possible.

How to Raise a Complaint

You can contact us by any of the following methods:

Email: contact@meshkatipharmacy.com
Telephone: +44 20 7823 2020
In person or by post: 10 Grosvenor Place, London, SW1X 7HH

Please include your name, contact details, a clear description of your concern, and any relevant dates or order references.

What Happens Next

Once we receive your complaint, here is what you can expect:

Acknowledgement: We will acknowledge your complaint within 3 working days.
Investigation: A senior team member will review the matter thoroughly and, where relevant, speak with the clinician or staff involved.
Response: We aim to provide a full written response within 20 working days. If the matter is complex and requires more time, we will keep you informed of progress.
Resolution: We will explain what we found, what action we have taken, and how we intend to prevent recurrence.

Confidentiality

All complaints are handled in strict confidence. Your details will only be shared with those directly involved in investigating and resolving the matter, in accordance with our Privacy Policy.

If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to an independent body:

General Pharmaceutical Council (GPhC)
The GPhC regulates pharmacies and pharmacy professionals in Great Britain.
www.pharmacyregulation.org

Parliamentary and Health Service Ombudsman (PHSO)
For complaints about NHS services or publicly funded healthcare.
www.ombudsman.org.uk

Care Quality Commission (CQC)
For concerns about regulated health and social care services in England.
www.cqc.org.uk

Learning from Complaints

Every complaint is reviewed by our senior team as part of our ongoing quality improvement process. Where issues are identified, we take corrective action to improve the safety and quality of our services for all patients.