Phone:
‍01760 336774 (ask for Duty Pharmacist)
‍
Email:
support@medpal.co.uk – feedback/complaints
‍
Post:
Medpal Universal Pharmacy, Ecotech Business Park, 25 Turbine Way, Swaffham PE37 7XD

Opening hours:
Mon–Fri 9:00–17:00
Don’t email medical details. We’ll arrange a pharmacist call for clinical issues.

Acknowledge: within 3 business days
Response: 20 working days (or we give a dated update)
Still unhappy after 8 weeks? See Escalation below

What helps:
your contact, order/ref no., what happened/when, and your ideal outcome.
Accessibility:
tell us if you need large print, language support or relay services.

Alternative Dispute Resolution run by the Centre for Effective Dispute Resolution (CEDR) - independent dispute resolution after our process

GPhC - concerns about pharmacy services or professional conduct

NHS-funded services - you may also contact the commissioner (local ICB)
Ask us if you’re unsure which route fits — we’ll guide you.

What counts: any expression of dissatisfaction about Medpal Universal’s services

How to complain: phone 01760 336774 · support@medpal.co.uk · post

Fair review: led by a trained manager/pharmacist not involved where possible

Outcomes: explanation, apology, fix/replacement, training, process change; goodwill where appropriate

Time limit: normally raise within 12 months of becoming aware

Confidentiality: handled on a need-to-know basis in line with data protection law

Records & learning: issues logged, themes tracked, improvements implemented

Accountable person: Superintendent Pharmacist - Michael Rudin (GPhC 2020470)

Review: policy reviewed annually or on service/regulatory change

Adopted: 21 November 2025 · Last reviewed: 21 November 2025