Last updated: September 2026
We want to hear from you
We aim to give every patient safe, professional and respectful care. If something has fallen short of that, we want to know so we can put it right and improve.
You will never be treated differently because you have raised a concern. Making a complaint will not affect the care or service you receive from us now or in the future.
Talk to us first
Most concerns can be sorted out quickly and informally. If you are able to, please speak to the pharmacist on duty at the time. Often an issue can be resolved on the spot.
If you would rather not raise it in person, or you are not happy with the response, you can make a formal complaint using the details below.
How to make a complaint
You can complain in person, by telephone, by email or in writing. You do not need to use a particular form or any particular wording.
In person: ask to speak to the pharmacist on duty. By telephone: 0208 427 2110. By email: info@northharrowclinic.co.uk. By post: North Harrow Clinic, Health Pharmacy, 5 Broadway Parade, Pinner Road, North Harrow, Middlesex, HA2 7SY.
Our complaints manager is Rishi Parikh, Managing Pharmacist, GPhC registration number 2080049. The person responsible for making sure complaints are handled properly, and that action is taken as a result, is Kiran Parikh, Superintendent Pharmacist.
If you make your complaint verbally, we will make a written record of it and give you a copy. Please tell us what happened and when, who was involved if you know, and what you would like us to do to put things right.
If you are complaining on behalf of another person, we will need their written consent before we can share information about their care with you. If they have died, lack capacity, or are a child who cannot complain for themselves, please tell us and we will explain what we need.
Time limits
Please complain within 12 months of the event, or within 12 months of it first coming to your attention.
We can look at a complaint made later than this if there is good reason for the delay and it is still possible to investigate fairly. Our complaints manager will discuss this with you.
What happens next
Within 3 working days we will acknowledge your complaint and offer to discuss how it will be handled and how long it is likely to take. We will investigate what happened, speaking to the people involved and reviewing our records.
We will then send you a written response setting out what we found, an apology where one is due, and what we are changing as a result. Our response will also tell you what to do if you remain unhappy.
There is no fixed deadline for the full response, because it depends on what needs to be looked into. We will agree a timescale with you at the start, and if it is going to take longer than expected we will keep you informed.
Complaints are treated confidentially. Records of complaints are kept separately from your health records.
If you are unhappy with our response: NHS services
If your complaint is about an NHS service we provide, such as NHS blood pressure checks or NHS vaccinations, you can either complain to us directly or to the organisation that commissions the service. Please choose one route, not both.
Our commissioner is NHS West and North London Integrated Care Board. Email: nhsnwl.complaints@nhs.net. Telephone: 020 3350 4141 (automated; leave a message requesting a call back). Post: Complaints Team, NHS West and North London, 15 Marylebone Road, London, NW1 5JD. The ICB aims to acknowledge within 3 working days and to give a full response within 40 working days.
If you have been through the complaints procedure and are still unhappy, you can ask the Parliamentary and Health Service Ombudsman to review your complaint. The Ombudsman is independent of the NHS and makes final decisions on unresolved NHS complaints in England. Telephone: 0345 015 4033. Email: phso.enquiries@ombudsman.org.uk. Website: www.ombudsman.org.uk. You normally need to contact the Ombudsman within 12 months of the final response.
Private services
Most of our clinic services, including travel vaccinations, earwax removal, vitamin B12 injections, weight loss and private vaccinations, are private services, not NHS services. The Parliamentary and Health Service Ombudsman cannot look at complaints about private care.
If you are unhappy with our final response about a private service, you can raise your concerns with the General Pharmaceutical Council (GPhC), the regulator for pharmacies and pharmacy professionals in Great Britain. The GPhC does not resolve individual disputes or award compensation, but it does act where professional standards or patient safety are at risk. Telephone: 020 3713 8000. Website: www.pharmacyregulator.org.
North Harrow Clinic operates inside Health Pharmacy, a GPhC registered pharmacy, registration number 1034965. Our superintendent pharmacist is Kiran Parikh, GPhC registration number 2023780.
Free help and support
You do not have to complain alone. NHS Complaints Advocacy is a free, independent service that can help you write your complaint and attend meetings with you. Search online for NHS complaints advocacy in your area, or ask your local Healthwatch who provides it locally.
Healthwatch is an independent statutory body that makes sure patient feedback is heard. Find your local Healthwatch at www.healthwatch.co.uk. The Patient Advice and Liaison Service (PALS) is a free and confidential service that helps resolve concerns informally; PALS is based in most hospitals rather than in pharmacies, but staff can offer general guidance about the NHS complaints process.
What the complaints process cannot do
The NHS complaints process cannot be used to speed up appointments, arrange referrals or obtain medication, and compensation is not available through it. If you are considering a legal claim, Citizens Advice can give independent guidance.
Feedback that isn't a complaint
If you simply want to tell us about your experience, good or bad, you are very welcome to. Speak to any member of the team, or email info@northharrowclinic.co.uk. Compliments matter to us as much as complaints, and we share them with the team.
Urgent concerns about your health
This page is about service complaints. If you are unwell and need advice now, contact NHS 111, or call 999 in an emergency.
If you think you have had a reaction to a vaccine or medicine we supplied, please telephone us on 0208 427 2110 as well as seeking medical advice, so we can record it and report it through the MHRA Yellow Card scheme.
Changes
We may update this page from time to time, for example if contact details for the NHS or our commissioner change. The latest version will always be on this page, and a copy of our complaints procedure is available in the pharmacy on request.