NHS Complaints Process for Medicine Shortages

When to Complain

Not every medicine shortage warrants a complaint — sometimes supply genuinely isn't available and your pharmacist and GP have done everything they can. Consider complaining when:

• Your pharmacist refused to try to source your medicine or suggest alternatives
• Your GP refused to prescribe an alternative in a timely manner
• You were charged more than the standard prescription fee
• You were denied an emergency supply when you had immediate clinical need
• You experienced a clinical incident due to medication unavailability
• You received no information or support during a known shortage

Step 1: Complain to the Provider Directly

Start with the pharmacy or GP practice. Most organisations have a formal complaints procedure:

• Ask for the complaints procedure — they must provide it
• Put your complaint in writing (email is fine)
• Include dates, names, and specific details of what happened
• State what outcome you want (apology, policy change, compensation)
• They must acknowledge within 3 working days and respond within a reasonable timeframe

Step 2: NHS England

If the provider's response is unsatisfactory, escalate to NHS England. You can complain to NHS England directly if you prefer not to complain to the provider first. Contact the NHS England Customer Contact Centre or use their online complaints form.

Step 3: Parliamentary and Health Service Ombudsman (PHSO)

The PHSO is the final stage for NHS complaints in England. They investigate complaints that haven't been resolved through the NHS complaints procedure. You usually need to have completed Steps 1-2 first.

Step 4: Professional Regulators

For concerns about professional conduct:

• General Pharmaceutical Council (GPhC) — for pharmacy complaints
• General Medical Council (GMC) — for GP complaints
• Care Quality Commission (CQC) — for concerns about service quality

Template Complaint Letter

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