Complaints and Feedback Procedure
At Corrys Chemists, we are committed to providing safe, professional and patient-centred care. We welcome both feedback and complaints, as they help us understand what we are doing well and where we can improve our services.
This procedure applies to all services provided by Corrys Chemists, including in-pharmacy services, consultations and medicines supplied.
If you are unhappy with any aspect of our service, or if you would like to share positive feedback, we encourage you to get in touch. All comments are taken seriously and handled fairly, respectfully and confidentially.
How to Provide Feedback or Make a Complaint
You can contact us in any of the following ways:
In Writing
Superintendent Pharmacist
Patrick Corry (3820)
13–14 The Diamond
Castlederg
BT81 7AR
By Email
paddy@corryschemists.com
info@corryschemists.com
By Phone
You may contact our pharmacy team directly at:
028 8167 1974
Where possible, we recommend submitting complaints in writing to ensure clarity and allow for a full investigation.
Our Complaints Process (In Line with NIPSO Guidance)
We follow a two-stage complaints process in accordance with the Northern Ireland Public Service Ombudsman (NIPSO) guidance.
Stage 1 – Local Resolution
Upon receipt of your complaint, we will:
- Acknowledge and respond within 5 working days
- Review your concern and seek to resolve the matter promptly and fairly
Many concerns can be resolved at this stage through clarification, explanation or local action.
Stage 2 – Formal Investigation
If you remain dissatisfied following our Stage 1 response, you may request escalation to Stage 2.
At Stage 2:
- We will acknowledge receipt of your Stage 2 complaint within 3 working days
- A full written response will be provided within 20 working days from the start of Stage 2
If additional time is required due to the complexity of the investigation, we will inform you and explain the reason for any delay.
If You Remain Dissatisfied
If you are not satisfied after completion of Stage 2, you may refer your complaint to the Northern Ireland Public Service Ombudsman (NIPSO).
We will provide full contact details for NIPSO upon request.
The Northern Ireland Public Service Ombudsman independently investigates complaints about public services in Northern Ireland.
Regulatory Concerns
Corrys Chemists is regulated by the Pharmaceutical Society of Northern Ireland (PSNI).
If your concern relates specifically to professional standards or patient safety, you may also contact:
Confidentiality and Your Rights
All complaints are handled confidentially and in accordance with UK data protection legislation. Raising a concern will not affect your access to care or future services in any way.
We are committed to treating all patients fairly, without bias and with respect.
Let Us Know
We value open communication and continuous improvement. If you wish to raise a concern, suggest an improvement or share positive feedback, please contact us using the details above.