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Complaints Procedure
At NuVue, we are committed to providing high-quality pharmacy services. We welcome feedback from our patients and customers, and we take complaints very seriously.
If you are unhappy with any aspect of our service, please let us know so that we can put things right and improve the way we work.
How to Make a Complaint
You can raise a complaint in any of the following ways:
- Email: governance@nuvuehealth.com
- Phone: 01452 595022 (Mon–Fri, 09:00–17:00)
- Post: Suite 3, 40 Fullers Court, Lower Quay Street, Gloucester, GL1 2LW
When making a complaint, please include your name, contact details, order number (if applicable), and details of the issue.
What Happens Next
- We will acknowledge your complaint within 2 working days.
- A senior member of our pharmacy team will investigate your concerns.
- We aim to provide a full written response within 10 working days. If we need longer, we’ll keep you updated.
Escalating Your Complaint
If you are not satisfied with our response, you can escalate your complaint to the relevant regulator:
-
General Pharmaceutical Council (GPhC)
Report a concern: https://www.pharmacyregulation.org/patients-and-public/reporting-concerns/report-concern
Phone: 020 3365 3400 -
General Medical Council (GMC)
Website: www.gmc-uk.org
Phone: 0161 923 6602 -
MHRA Yellow Card
Report side effects/device issues: https://yellowcard.mhra.gov.uk/
-
Information Commissioner's Office (ICO)
Data Protection complaints: https://ico.org.uk/make-a-complaint/
Our Commitment
Your feedback helps us improve. All complaints are handled fairly, promptly, and confidentially. Your care and safety remain our top priority.
To check a UK pharmacy or superintendent pharmacist's status use the General Pharmaceutical Council (GPhC) website, to search their comprehensive, live registers by name or registration number for both pharmacies and individual professionals, ensuring they are currently licensed and meeting standards. Our details are below:
Pharmacy: Lumos HC Ltd
Company No. 16381145
Superintendent Pharmacist: Sri Kantamneni
GPhC Registration: 9012954
We Value Your Feedback
At NuVue, your experience matters to us. Whether it’s praise, a suggestion, or something we could do better, your feedback helps us continually improve our service and patient care.