We want every patient to have a safe, positive experience with Stride Pharmacy. If something has gone wrong, please tell us. We take every complaint seriously, and we use what you tell us to improve our service.

If you think you are having a side effect
If you have severe symptoms, such as difficulty breathing, swelling of the face or throat, severe stomach pain that does not go away, or chest pain, call 999 or go to A&E now.

For other side effects:

• Contact our pharmacy team on 01772 211933 or message us through your account. Our prescriber, Naeem Seth, will advise you on whether to continue treatment.
• For urgent advice outside our opening hours, call NHS 111 or visit 111.nhs.uk.
• You can also report suspected side effects directly to the MHRA through the Yellow Card scheme at yellowcard.mhra.gov.uk or the Yellow Card app. Reporting helps make medicines safer for everyone.

If you contact us about a side effect, we will record it and, where appropriate, report it to the MHRA on your behalf.

How to make a complaint
You can contact us in whichever way suits you.

Email: [email protected]
Phone: 01772 211933 (Monday to Friday, 9am to 5pm)
Your account: Send a message through your Stride account or app
Post: Stride Pharmacy Ltd, 3 Caxton Road, Preston, PR2 9ZZ

Please include your name, order number (if you have one), and a description of what happened. You can ask someone else to complain on your behalf with your written permission.

Please raise your complaint within 12 months of the event, or of when you first became aware of it. We may still look into older complaints where it is reasonable to do so.

What happens next

1. Acknowledgement. We will acknowledge your complaint within 3 working days and tell you who is handling it.

2. Investigation. Our Superintendent Pharmacist, Naeem Seth, oversees all complaints. We will look at your records, speak to the people involved, and may contact you for more detail.

3. Response. We aim to send you a full written response within 20 working days. If we need longer, we will tell you why and when to expect it.

4. Putting things right. Our response will explain what we found, any action we are taking, and, where appropriate, an apology and a refund or other remedy.

We keep a record of every complaint and review them regularly to improve our service. Your complaint will never affect the care you receive from us.

If you are not happy with our response
Please tell us first, so we can try to resolve it. If you are still not satisfied, you can contact:

• General Pharmaceutical Council (GPhC) – for concerns about the safety of our pharmacy or the conduct of a pharmacist: pharmacyregulation.org/raising-concerns. Our pharmacy registration number is 9013195.
• Information Commissioner’s Office (ICO) – for complaints about how we handle your personal data: ico.org.uk/make-a-complaint.
• Citizens Advice consumer helpline – for advice on your consumer rights: 0808 223 1133 or citizensadvice.org.uk.

Our private pharmacy services are not NHS services, so the Parliamentary and Health Service Ombudsman does not cover them.

Feedback and compliments
We would also love to hear when things go well. Share your feedback at [email protected] or leave a review on Trustpilot or Google.