Giving Feedback or Making a Complaint

Sometimes things don’t go as planned, or we may not meet your expectations. If you’re unhappy with the service or support provided by us, it’s important to let us know so we can improve.

There are two ways to share your thoughts:

1. Give Feedback
2. Make a Complaint

1. Giving Feedback

Feedback helps us improve the quality of our work. You can share your thoughts—good or bad—by emailing us at info@cpsy.org.uk.

If something isn’t right, it’s often best to discuss it early. Most issues can be resolved quickly at this stage.

If you’d like to address your feedback to a particular member of the Community Pharmacy South Yorkshire (CPSY) team, please include their name in the subject line of your email. Otherwise, your message will be directed to the most appropriate team member upon receipt.

2. Making a Complaint

You can make a complaint if you’re unhappy with:

Decisions made by Community Pharmacy South Yorkshire
Advice you’ve received
How you’ve been treated
Difficulties in contacting us

You may also wish to refer to the Community Pharmacy South Yorkshire Constitution before deciding to make a complaint.

How to Complain

To make a complaint, you can:
Email us at info@cpsy.org.uk (please put “Complaint” in the subject line).

All complaints will be referred to the line manager of the person concerned and/or the Governance Lead for appropriate handling.

We will:

Acknowledge receipt of every complaint by email within 24 working hours (complaints received on Fridays, weekends, or Bank Holidays will be acknowledged the next working day).
Provide a clear timeline for a full response, usually within 28 calendar days.

Solving Problems Informally

Often, our CEO or the relevant LPC Chair/Governance Lead can discuss the issue informally. This can be quicker than starting a formal complaint process.

You can:

Book a 1-2-1 with our Chief Executive Officer here.
Request to speak to the Governance Lead by contacting info@cpsy.org.uk

If informal resolution isn’t possible or doesn’t work, we will handle your issue as a formal complaint.