We always aim to go above and beyond—delivering personalised health and wellbeing services in a friendly, compassionate way. If we fall short, we want to know. Your concerns, suggestions, and feedback help us improve.
Before we resolve any complaint, we’ll prioritise your immediate health needs and take any urgent action required (this may include contacting another healthcare professional, such as your GP).
We treat every complaint with dignity, respect, and confidentiality. We only share information when needed to investigate/resolve the issue and never with third parties without your permission.
You will receive a timely and appropriate response
Your complaint will be fully investigated
You will be treated with respect and courtesy
We will keep you informed about progress and actions
We will help you understand our complaints procedure
In person: Healthfare Pharmacy, 9 Colman Parade, Enfield, EN1 1YY
Phone: 020 8367 5456
Email: info@healthfarepharmacy.co.uk / [email protected]
Online: Use our website contact form (choose Feedback/Complaint)
Acknowledge: within 3 working days (Mon–Fri, excluding bank holidays) by phone, email, or letter.
Investigate: led by a senior team member; overseen by the Pharmacy Superintendent’s team.
Respond: we aim to send a full written response within 20 working days (and no more than 40). If it will take longer, we’ll explain why and agree a new timeframe with you.
Learn: we securely retain records and review complaints to improve our service.
You can escalate to NHS England or the Parliamentary & Health Service Ombudsman (PHSO).
NHS England
Phone: 0300 311 22 33
Email: [email protected] (subject: For the attention of the complaints team)
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Parliamentary & Health Service Ombudsman (PHSO)
Web: ombudsman.org.uk
Helpline: 0345 015 4033
Email: [email protected]
Post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Data privacy: If your concern relates to how we handle personal data, you can also contact the Information Commissioner’s Office (ICO) at ico.org.uk or 0303 123 1113.
9 Colman Parade Enfield / London
EN1 1YY
Monday to Friday 9 AM-7 PM
Saturday 9 AM - 6 PM
020 8367 5456
