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
PE37-7HT


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 write to the Norfolk Primary Care Trust at the following postal address:

NHS Norfolk
Lakeside 400
Old Chapel Way
Broadland Business Park
Thorpe St Andrew
Norwich
Norfolk
NR7 0WG


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