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FPM Complaints Policy

FPM staff provide services for, and deal with a wide range of enquiries from physicians, trainees, members of the public and others. In each case, we endeavour to provide a level of service that is acceptable to the recipient. However, it is probable that complaints will be raised at some point in time so it is important that a process is in place to handle these.

If you feel that the standard of service you experienced was not acceptable, then we want to know about it so that we can put things right.

We always try to informally resolve problems first. Therefore, where there is a problem, please contact the person who provided the service and explain why you are unhappy and what action is needed. This can be done by telephone or in writing. We will then try to resolve the matter for you as quickly as we can.

If you are still dissatisfied following this action, you will need to make a formal complaint.

Formal complaints about standards of service delivery, failure of processes or quality of staff performance should be made in writing, by letter or email. Your complaint should identify:

  • the nature of the complaint
  • who has been involved
  • what has/has not been done
  • why you are not satisfied with the outcome
  • how you would like to see the matter resolved.

Please provide your name and let us know how we should contact you. We are happy to call you and talk through the problem and possible solutions. Sometimes we may need to ask for additional details.

Please send your complaint to:

Post: Chief Executive
Faculty of Pharmaceutical Medicine
19 Angel Gate, 326a City Road
London EC1V 2PT

E-mail: fpm@fpm.org.uk

Telephone: +44 (0) 20 3696 9040

All formal complaints will be acknowledged by return. We will aim to let you have a full response within two weeks of receipt, though complex issues may take longer to resolve.

Please note that FPM is not able to respond to complaints about individuals working in other organisations. However, there are resources online if you feel you have a concern of this kind. The regulator for UK medical professionals, the General Medical Council, also provides details of how to raise a concern about a doctor.


Version 1.0
Review date September 2021