Complaints Procedure

Holborn Clinic is operated by MNS Pharmaceuticals Limited (trading as Boutalls Pharmacy), a GPhC-registered pharmacy (registration 1041552). We are committed to providing safe, high-quality care. If something has gone wrong, or you are unhappy with any part of our service, please tell us — we welcome feedback and use it to improve.

You can raise a complaint in any of the following ways:

• In person or by phone: speak to a member of our team, or ask for the Superintendent Pharmacist, on 0207 405 1039.
• By email: [email protected] (please put “Complaint” in the subject line), or use the contact form and select “Complaint”.
• In writing:Superintendent Pharmacist, Holborn Clinic / Boutalls Pharmacy, 60 Lamb's Conduit Street, London WC1N 3LW.

To help us investigate quickly, please include your name and contact details, the date of your visit or booking, what happened, and how you would like us to put it right. A complaint can be made by the patient or, with consent, by someone acting on their behalf.

• We will acknowledge your complaint within 3 working days of receiving it.
• It will be reviewed by the Superintendent Pharmacist, who will investigate fairly and confidentially.
• We aim to provide a full written response within 20 working days. If the matter is complex and we need longer, we will let you know and keep you updated.
• Raising a complaint will never affect the care or service you receive from us.

We hope to resolve your concern directly. If you are not satisfied with our response, you can escalate it:

• General Pharmaceutical Council (GPhC) — the regulator for pharmacies and pharmacy professionals, for concerns about the conduct of the pharmacy or our pharmacists: pharmacyregulation.org/raise-concern · 020 3713 8000 · [email protected].
• NHS services: if your complaint relates to an NHS-funded service, you can contact NHS England, or escalate to the Parliamentary and Health Service Ombudsman.
• Data protection concerns: if your complaint is about how we handle your personal data, you may contact the Information Commissioner's Office (ICO). See our Privacy Policy for more detail.

Superintendent Pharmacist: Mohammed Sharifi (GPhC 2231852). Email [email protected] or call 0207 405 1039.