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How to make a complaint

We operate a complaints procedure in line with existing NHS guidelines.

If at any time the service you receive from us falls below your expectations, please phone, in the first instance, the pharmacist on duty.

If this does not resolve your issue, then please ask to speak to the Pharmacy Manager, Barbara Ashford, who will try to resolve your complaint.

If we are unable to resolve your complaint over the phone, then please write to us at Universal Pharmacy at the following postal address:

Complaints Manager
Universal Pharmacy Ltd
Units 2 & 3 Beacon House
Turbine Way
Swaffham
PE37-7XJ


You may also contact us via the following email: admin@universalpharmacy.co.uk.

We aim to acknowledge your complaint within 3 working days and aim to respond to your complaint within 10 working days.

If, after following the above procedure, we are still unable to resolve your complaint to your satisfaction, then you may contact NHS England at:


By post to: NHS England, PO Box 16738, Redditch B97 9PT
By email to: england.contactus@nhs.net
By telephone: 0300 311 22 33
Opening hours: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. Closed on bank holidays.