We take every complaint seriously. We use them to learn, improve, and where appropriate, to put things right. This procedure tells you how to make a complaint and what you can expect from us in return.
How to make a complaint
Please send your complaint in writing to:
- By email: hello@northharrowpharmacy.co.uk — write "Complaint" in the subject line
- By post: Complaints, Salaam Health Ltd, Devonshire House, 582 Honeypot Lane, Stanmore, HA7 1JS
Please include: your full name, your email address (the one on your account if you have one), the dates and details of what happened, and what outcome you are seeking. If your complaint relates to a clinical decision, please tell us — your case will be reviewed by the Superintendent Pharmacist.
What happens next
- Acknowledgement within 3 working days. We confirm we've received your complaint and tell you who is handling it.
- Full response within 20 working days. We investigate, including reviewing the audit log of any relevant clinical decisions, and write back to you with our findings, what (if anything) we are putting right, and what (if anything) we are changing as a result.
- If you're not satisfied with our response, you can ask for the complaint to be escalated to the Superintendent Pharmacist (if it hasn't been already), who will conduct a fresh review and write back within a further 15 working days.
Faulty, damaged or incorrect medicines
If you believe an item you received is faulty, was damaged in transit, or is not what was prescribed: do not use it. Email hello@northharrowpharmacy.co.uk with "Faulty item" in the subject line, including your order number and photographs of the item, its packaging and the batch number. Our pharmacy team will investigate promptly — including raising the matter with the manufacturer or supplier where appropriate — and where a fault is confirmed we will provide a replacement or, where a replacement is not possible, a refund. Please keep the item and its packaging until we have completed the investigation, as the manufacturer may ask for it to be returned to them.
If you have experienced a side effect from the medicine itself, also report it via the MHRA Yellow Card scheme and tell our clinical team.
Escalating outside The Weight Clinic
If, after our final response, you remain dissatisfied, you can escalate to:
- General Pharmaceutical Council (GPhC) — the regulator of UK pharmacies and pharmacists. Raising a concern with the GPhC.
- Information Commissioner's Office (ICO) — if your complaint is about how we have handled your personal data. ico.org.uk/make-a-complaint.
- MHRA Yellow Card scheme — if your complaint relates to a side effect or quality concern about a medicine. yellowcard.mhra.gov.uk.
How we use complaints
We log every complaint, the response, and any actions taken in our quality-improvement record. We review complaints periodically as part of our clinical governance, including in the Superintendent Pharmacist's regular review of the audit log.
Contact for clinical concerns
If your complaint concerns a clinical decision and you would like to discuss it with the Superintendent Pharmacist directly, write to hello@northharrowpharmacy.co.uk and mark the subject line "For attention of the Superintendent Pharmacist".
Need to raise a complaint?
Write to us at hello@northharrowpharmacy.co.uk with "Complaint" in the subject line. We acknowledge within 3 working days.