Complaints and feedback

We want every visit to Mill Lane Pharmacy to go well. If something has gone wrong, please tell us so we can put it right and learn from it.

How to make a complaint

• Speak to any member of the team, or ask to speak to the pharmacist. Many problems can be sorted out straight away.
• Phone us on 0151 226 1410.
• Email us at pharmacy.fvq70@nhs.net.
• Write to us at Mill Lane Pharmacy, 30 Mill Lane, Liverpool, L12 7JB.

Someone else can complain for you, such as a relative or carer, as long as you give them permission. If the patient is a child or cannot give permission, a parent, guardian or representative can complain for them.

What happens next

• We will acknowledge your complaint within 3 working days.
• We will agree with you how we will look into it and roughly how long it will take.
• We will investigate fully and keep you updated if anything takes longer than expected.
• You will get a written reply from Asid Bhatti, our Superintendent Pharmacist, explaining what we found and what we will do about it.

Time limits

Please complain within 12 months of the event, or within 12 months of finding out about it. If there is a good reason you could not complain sooner, we will still look into it where we can.

If you would rather not complain to us

For NHS services, you can complain to NHS Cheshire and Merseyside, which commissions NHS pharmacy services in Liverpool, instead of to us. Contact their Patient Experience Team:

• Email: enquiries@cheshireandmerseyside.nhs.uk
• Phone: 0800 132 996, 9am to 5pm, Monday to Friday (not bank holidays)
• Post: NHS Cheshire and Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington, WA1 1QY

You can complain to us or to NHS Cheshire and Merseyside, but not both about the same matter.

If you are not happy with our reply

For NHS services, you can ask the Parliamentary and Health Service Ombudsman to look at your complaint. The Ombudsman is independent of the NHS and the government. Call 0345 015 4033 or visit ombudsman.org.uk.

For private services, if we cannot resolve your complaint, you can raise concerns about a pharmacy or a pharmacy professional with the General Pharmaceutical Council at pharmacyregulation.org.

Help with making a complaint

Healthwatch Liverpool can explain your options and put you in touch with free, independent NHS complaints advocacy, who can help you make and follow up a complaint.

Your care will not be affected

Making a complaint will not affect the care or service you get from us. We keep complaints confidential and separate from your patient records.

Who is responsible for complaints

Asid Bhatti, Superintendent Pharmacist, is responsible for making sure complaints are handled properly.

Last updated October 2026.