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Complaints Procedure

We aim to give you the best possible care. If something goes wrong, we want to know so we can put it right.

Last updated: August 2026

Talk to us first

Most concerns can be resolved quickly and informally. Please speak to a member of our team, call us on 01793 265965, or email okus@kmcaregroup.com. You are welcome to ask to speak to the Superintendent Pharmacist.

How to make a formal complaint

You can make a complaint in person, by phone, or in writing to the address below. If you are complaining on behalf of someone else, we may need their consent. Please give us as much detail as you can, including dates and what you would like us to do to put things right.

Okus Pharmacy & Health Clinic
The Health Centre, Curie Avenue, Okus Road
Swindon, SN1 4GB

What happens next

  • We will acknowledge your complaint promptly, normally within three working days.
  • We will investigate it thoroughly, confidentially and fairly.
  • We will give you a full response and explain what we have done or will do.

If you are still not satisfied

If we cannot resolve your complaint, you can escalate it:

  • NHS services — contact NHS England, or your local Integrated Care Board, or the Parliamentary and Health Service Ombudsman at ombudsman.org.uk.
  • NHS complaints advocacy — free, independent support is available through your local NHS Complaints Advocacy service.
  • Professional standards — concerns about the conduct of a pharmacy or pharmacist can be raised with the General Pharmaceutical Council (GPhC) at pharmacyregulation.org.

Making a complaint will never affect the care or service you receive from us.

This procedure is provided as a working template. Okus Pharmacy & Health Clinic should confirm local NHS escalation contacts before publication.

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