How to make a complaint

In this section you will find information about the complaints and disciplinary process, including what complaints can be dealt with by the PSI and how to make a complaint. We also have a guide that you can read if you need support making your complaint. 

how to make a complaint

About our complaints process 

As the pharmacy regulator, it is the PSI’s job to regulate the profession and practice of pharmacy in Ireland in the interest of patient safety and public protection. If you are not happy with the treatment you have received in a pharmacy, or you have a concern about a pharmacist's conduct or behaviour, you can raise this through the Concerns or Complaints process, depending on what the issue is. Here you will information about what options you have, and what the PSI can and can't deal with in relation to Complaints and Concerns

Firstly, it is a good idea to speak to the pharmacist or pharmacy owner where you have experienced an issue. Most complaints can be resolved directly with your pharmacist. However, if you continue to be concerned about the behaviour, conduct, practice or health of a pharmacist, or if you are not satisfied with the treatment you received in a pharmacy, you can make a formal complaint to the PSI. 

There are some matters that we cannot consider. Please see our frequently asked questions on the complaints process  about matters we can and cannot deal with. For example:

  • What type of complaints will the PSI consider?
  • What type of complaints can the PSI not consider?
  • Can the PSI help me make my complaint?

Your complaint must be sent to us in writing either in the post or by email. We cannot accept complaints made over the telephone. Please consider our complaint form which helps you to give us all relevant details about the matter. Complete it and send it back to us so we can deal with your complaint. 

Your complaint in writing must include: 

  • your full name, address and daytime telephone number; 
  • as much information as possible about the circumstances of your complaint , including names, dates and places; 
  • as much information as possible about the pharmacist or pharmacy, such as name and place of work; 
  • any supporting documents that you have, including copies of prescriptions or letters; 
  • the name and contact details of anyone, such as a witness, who can confirm the detail/order of events you describe in your complaint. 

Send your complaint form and your supporting documents by: 

  • email to complaints@psi.ie, or 
  • post to Complaints Officer, PSI- The Pharmacy Regulator, PSI House, 15-19 Fenian Street, Dublin 2, D02 TD72. 

We understand that making a complaint can be stressful, so we will try to consider your complaint as quickly as we can. However, some complaints are complex and it may take some time to gather all the information needed to reach a fair decision. We will keep you informed as much as possible at each stage of the complaints process. 

Sometimes we receive complaints that relate to the work or the responsibility of another organisation. When this happens we have a duty to let them know about it. For example, if your complaint raises a concern about the protection of children or a vulnerable person, we are obliged to tell the relevant authority such as the Child and Family Agency and/or the Gardaí Siochána. 

We have Access Officers appointed at the PSI to assist people with disabilities who need support to use our information and services. If you need the help from the PSI’s Access Officers, please phone (01) 218 4000 or email accessofficer@psi.ie

Complaints will initially be reviewed by the complaints screening committee, called the Preliminary Proceedings Committee (PPC). The PPC will consider the complaint and decide whether to advise the PSI Council if further action is warranted. Some complaints may result in a hearing before a Committee of Inquiry or be dealt with by way of mediation. Scheduled inquiries to take place in public will be listed in advance of the hearing date.  

If a complaint was referred to an inquiry, the PSI Council may publish its findings and decisions on www.psi.ie In this section you will find information about the complaints and disciplinary process, including what complaints can be dealt with by the PSI and how to make a complaint. We also have a guide that you can read if you need support making your complaint.

How to make a complaint to the Pharmacy Regulator
What happens if a complaint is referred to a PSI inquiry

We have a useful Guide to Making a Complaint for the public, which includes all relevant information about the complaints process. 

We also have two guides for pharmacists and pharmacy owners as an aid to those who have a complaint is made against them or who are required to appear before an inquiry. The intention is to explain the process that is followed when a complaint is made to us. 

guidance
Explore our Guidance and Information section for valuable resources.
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