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
Dear [Pharmacy/Practice Manager],
I am writing to formally complain about [specific issue] that occurred on [date]. I take [medication name] for [condition] and was unable to obtain my prescription because [details].
Despite [what you did], I was [unable to get medication/told X/experienced Y]. I believe this falls below the standard of care I should expect because [reasons].
I would like [specific outcome — apology, policy change, investigation]. Please respond within [timeframe].
Related
See also
Prescription out of stock: what to do
Try practical escalation steps before formal complaints
Mental health medication availability
Example where delays can have serious impact
All current shortage categories
Evidence context when documenting a complaint
Page last updated: 7 March 2026. Data checked daily.