Reminder: Annual Complaints Report 2025/26

Please be aware that there are still numerious pharmacy contractors across the West Midlands who have not yet submitted their Annual Complaints Reports, despite several reminders. If you’re one of these pharmacies, please submit your report to the Primary Care Commissioning Team,  Office of the West Midlands by email:

nhsbsolicb.pharmacy-westmidlands2@nhs.net 

While the NHS did not set a definitive deadline, please return your report as soon as possible, if you haven’t done so already. 

You can use the forms from CPE below, or you can simply send in your details by email, making sure to include your ODS code and all the necessary information.

Summary of complaints (Word)
Summary of complaints (PDF)

This is a mandatory requirement. Each pharmacy owner must prepare an annual report for each year, ending 31 March, for complaints that relate to the provision of pharmaceutical services, which must—

• specify the number of complaints which the pharmacy owner received (even if you have received none);
• specify the number of complaints which the pharmacy owner decided were well-founded;
• specify the number of complaints which the pharmacy owner has been informed have been referred to the Health Service Commissioner to consider under the 1993 Act; and
• summarise:
  • the subject matter of complaints that the pharmacy owner received;
  • any matters of general importance arising out of those complaints, or the way in which the complaints were handled;
  • any matters where action has been or is to be taken to improve services as a consequence of those complaints.

You can find out more about the complaints procedure from CPE on the following LINK.