Complaints Procedure

We aim to provide a high-quality pharmacy service. If you are unhappy with any aspect of our service, we want to know so we can put things right and learn from your experience.

1. How to make a complaint

You can make a complaint by:

Emailing us at prescriptions.mds@nhs.net
Calling our main pharmacy number (see Contact page)
Writing to:
Soon to be:Medication Delivery Services Ltd,
Unit 1A, 138 South Coast Road,
Peacehaven,
BN10 8ER

2. What we will do

We will:

Acknowledge your complaint within 3 working days where possible.
Investigate your concerns fairly and promptly.
Aim to provide a full response within 20 working days, or explain if more time is needed.

3. If you are not satisfied

If you are not satisfied with our response, you may be able to escalate your complaint to NHS England or, in some cases, to the Parliamentary and Health Service Ombudsman.

4. Learning from complaints

We review complaints regularly to identify themes and make improvements to our services.

Medication Delivery Services Ltd (registered in England and Wales) is the owner of this registered pharmacy.
Superintendent Pharmacist: Jane Anne Wenyon (GPhC No. 2035959).
GPhC Registered Pharmacy: Premises No. 1103465, Medication Delivery Services Ltd, Unit C6, Hoyle Road, Peacehaven, East Sussex, BN10 8LW.
This is a distance-selling pharmacy providing services remotely without face-to-face access at the premises.
We provide safe and effective pharmacy services, meet the standards for registered pharmacies, and operate under robust governance arrangements and standard operating procedures.
You can verify our registration at www.pharmacyregulation.org/registers.