Muirend Pharmacy
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Legal

Complaints procedure

Last updated: June 2026 · Placeholder — review against current GPhC guidance before launch.

We welcome feedback

If something hasn't gone the way you expected, we want to know. Complaints help us improve. We treat all complaints seriously, confidentially, and without any negative effect on the care you receive from us.

How to make a complaint

You can make a complaint:

  • In person at 521–523 Clarkston Road, Glasgow, G44 3PN
  • By phone on 0141 637 2014
  • By email to hello@muirendpharmacy.co.uk [CONFIRM email]
  • In writing to the address above, marked for the attention of the Superintendent Pharmacist

Who handles complaints

All complaints are handled by our Superintendent Pharmacist, James McKeever. If your complaint is about James McKeever personally, please contact us in writing and your complaint will be referred to an independent pharmacist.

What to expect

  • Acknowledgement: within 3 working days of receiving your complaint
  • Full response: within 20 working days. If we need longer, we'll tell you why and give you a revised timescale.
  • Investigation: we will look into what happened, speak to relevant staff, and review records where appropriate
  • Outcome: we'll explain what we found, apologise where appropriate, and tell you what we are doing to prevent recurrence

If you are not satisfied

If you are not satisfied with our response, you can escalate to:

General Pharmaceutical Council (GPhC) — for complaints about the professional conduct of a pharmacist or the standards of the pharmacy:

NHS Greater Glasgow and Clyde — for complaints about NHS-funded services (Pharmacy First, Pharmacy First Plus, dispensing of NHS prescriptions):

Scottish Public Services Ombudsman (SPSO) — if your NHS complaint has not been resolved by NHS GGC:

Confidentiality

Complaints are handled in confidence. We will not disclose your complaint to anyone outside the pharmacy without your consent, unless required to do so by law or regulation.