The Society's staff deal with a wide range of enquiries from pharmacists, members of the public and others. We aim to get things right first time. Where there is a problem with the way we have dealt with an enquiry, we ask that you contact the person who provided the service or the response that you are questioning. This can be done by telephone or in writing. In this way we hope to resolve your problem informally.
If you remain dissatisfied with our performance, we want you to feel comfortable about making a formal complaint.
We treat as a complaint any clear expression of dissatisfaction with the standard of our service and which calls for a response. Your feedback gives us a chance to put things right when mistakes have been made but also allows us to improve the quality of our services and to prevent any recurrence.

If you have a problem

Complaints about standards of service delivery, failure of processes or quality of staff performance should be made in writing, by letter, fax, or e-mail.
Your complaint should identify:

• The nature of the complaint
• Who has been involved so far
• What has/has not been done
• Why you are not satisfied with the outcome
• How you would like to see the matter resolved

When submitting your complaint please provide your name and telephone number if a reply by telephone would be convenient. We may need to discuss the information supplied or ask for additional detail.
If e-mailing please state if a reply by e-mail is required/acceptable and, if not, please provide a full postal address.
Please send your complaint to:
Director
Pharmaceutical Society Of Northern Ireland
73 University Street
Belfast
BT7 1HL
Telephone: 028 90 326927
Fax: 028 90 439919
You can e-mail your complaint to: complaints@psni.org.uk

What happens next?

Complaints sent to the Pharmaceutical Society are logged and acknowledged on receipt.
A reply to the complaint will be made within 10 working days, either with a full response or to advise when to expect an answer. Some will require a detailed investigation but we will advise when you are likely to expect a response and from whom.
We hope that the formal reply will resolve the matter to your satisfaction. However if you are not satisfied with our response or you feel that your complaint has not been dealt with properly, you can resubmit your complaint to the Society's President. Further details about this will be included in the formal reply.