Last updated: 01 October 2025
At Quilliam Care Ltd, we are committed to providing safe, high-quality, and compassionate healthcare. While we strive to meet the highest standards, we recognise that there may be times when we do not get things right.
We welcome all feedback — comments, concerns, and complaints — and use it to improve our services and the experience of our patients.
When you raise a complaint, you can expect that:
• Your concern will be acknowledged within 2 working days.
• It will be investigated fairly, thoroughly, and without bias.
• You will be treated with courtesy, dignity, and respect.
• Your personal information will remain confidential and protected under the UK GDPR and Data Protection Act 2018.
• You will receive a clear written response explaining the findings and any actions taken.
• Any improvements or learning outcomes will be shared and implemented promptly.
We aim to resolve all complaints within 10 working days, or we will update you if more time is required.
You can contact us in whichever way is most convenient:
Urgent complaints – Call: 0800 999 4888
Non-urgent complaints – Complete our online complaint form on the Quilliam Care website
Email – Send details to complaints@quilliamcare.com
Post – Address to: Superintendent Pharmacist – Mr Sajid Khan Quilliam Care Ltd 128 City Road London EC1V 2NX
1. Acknowledgement – You will receive confirmation of your complaint within 2 working days.
2. Investigation – The Superintendent Pharmacist (or an appointed senior manager) will review the matter in detail.
3. Response – You will receive a full explanation of findings, any apologies where appropriate, and actions being taken.
4. Resolution – We aim to provide a final written response within 10 working days, unless the case is complex.
All complaints are logged, reviewed by management, and discussed at governance meetings to identify learning and service improvements.
If you are not satisfied with our response, you may escalate your complaint to the appropriate body:
NHS England
Online form: NHS England Contact Form
Email: england.contactus@nhs.net (include “For the attention of the complaints team”
Post: NHS England PO Box 16738 Redditch B97 9PT
For concerns about pharmacy services or professional conduct:
Online: www.pharmacyregulation.org/raising-concerns
Phone: 020 3365 3400
Email: info@pharmacyregulation.org
Post: General Pharmaceutical Council 25 Canada Square London E14 5LQ
If you are dissatisfied with our response, you may escalate your complaint to the appropriate external body.
NHS England (for NHS services)
• Online: https://www.england.nhs.uk/contact-us/complaint/
• Email: england.contactus@nhs.net (include ‘For the attention of the complaints team’)
• Telephone: 0300 311 22 33
• Post: NHS England, PO Box 16738, Redditch B97 9PT
General Pharmaceutical Council (for professional or pharmacy conduct concerns)
• Online: www.pharmacyregulation.org/raising-concerns
• Email: info@pharmacyregulation.org
• Telephone: 020 3365 3400
• Post: 25 Canada Square, London E14 5LQ
Parliamentary and Health Service Ombudsman (if still dissatisfied after escalation)
• Online: www.ombudsman.org.uk
• Telephone: 0345 015 4033
• Post: Millbank Tower, Millbank, London SW1P 4QP
If you remain dissatisfied after escalation, you can contact the Ombudsman:
Online: www.ombudsman.org.uk
Phone: 0345 015 4033
Post: Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
All complaints are handled confidentially and in accordance with data-protection law. Complaint records are retained securely for 10 years to meet NHS and GPhC requirements.
Each complaint is reviewed by the Superintendent Pharmacist to identify root causes, implement corrective actions, and share learning with the wider team. Trends are analysed to prevent recurrence and continuously improve patient care.
We also welcome compliments and general feedback. Please contact info@quilliamcare.com or use our online feedback form.
Compliant with:
• GPhC Standards for Registered Pharmacies (2025 Edition)
• NHS Complaints Regulations (2009)
• Duty of Candour and NHS Constitution principles
Phone: 01274 669922
01274 600785
Email: complaints@quilliamcare.com
Postal Address: Quilliam Care Ltd, 128 City Road, London, United Kingdom, EC1V 2NX
At Quilliam Care, we go beyond simply dispensing medicines we deliver complete pharmacy solutions that make life easier for care providers and safer for patients.
At Quilliam Care, we go beyond simply dispensing medicines — we deliver complete pharmacy solutions that make life easier for care providers and safer for patients.