How to Make a Complaint
About our complaint process
Anyone is entitled to make a complaint to the PSI where there is concern about the behaviour, conduct, practice or health of a pharmacist, or if you are not satisfied with the treatment you received in a pharmacy. 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.
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.
Considering making a complaint?
It is a good idea to speak first with 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 us.
There are some matters that we cannot consider. Please read below about the matters we can and cannot deal with.
What the PSI can and cannot do with your complaint
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The complaints screening committee, called the
Preliminary Proceedings Committee (PPC), consider complaints against
registered pharmacists that deal with one or more of the following:
- professional misconduct;
- poor professional performance;
- impairment of the registered pharmacist’s ability to practise because of a physical or mental ailment, an emotional disturbance or an addiction to alcohol or drugs;
- failure to obey the conditions attached to the pharmacist’s registration;
- failure to comply with an undertaking or to take agreed action following a request from a Committee of Inquiry under Section 46 of the Pharmacy Act 2007;
- failure to comply with certain provisions of the Health (Pricing and Supply of Medical Goods) Act 2013;
- failure to comply with any duties imposed by section 18(1)(A) of the Pharmacy Act which relate to the Health (Pricing and Supply of Medical Goods ) Act 2013;
- breaching a provision of the Pharmacy Act 2007 or rules made by the PSI under the Act;
- conviction in the State or outside the State for indictable offences
The PPC will consider complaints against
registered pharmacies if:
- the pharmacy owner, partner, employee or representative of the pharmacy owner has been convicted of certain offences listed in Section 36(1)(a) of the Pharmacy Act 2007;
- the pharmacy owner, partner, employee or representative has been convicted of any other offence or has committed misconduct that would cause the Council of the PSI to refuse an application for registration;
- the pharmacy owner has failed to comply with any of the duties referred to in section 18(1)(A) of the Act imposed on the pharmacy owner by regulations made under section 18 which relate to the Health (Pricing and Supply of Medical Goods) Act 2013.
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The PSI cannot consider complaints about:
- professionals who are not pharmacists;
- businesses that are not pharmacies;
- commercial matters, such as pricing or non-payment of rent on commercial premises;
- employment issues, such as hours of work or contracts of employment.
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- give you legal advice or representation;
- help you make a claim for compensation, or award compensation;
- provide or arrange medical treatment or counselling for you;
- ask a pharmacist on your behalf to do something;
- force a pharmacist or pharmacy owner to apologise to you;
- give you an explanation of what happened.
If you think that the PSI cannot help you with your concern, it might be useful to contact another organisation. Please see the
useful contacts list.
Useful resources
We have developed two videos to explain the complaints process. Video one explains how a complaint can be made to us. Video two explains what happens if a complaint is referred to an inquiry.
How to make a complaint
| What happens if a complaint is referred
to an inquiry?
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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.
How to make a 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 about the circumstances of your complaint as you can, including names, dates and places;
- as much information about the pharmacist or pharmacy as you can, 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 matters you describe in your complaint.
Send your complaint form and your supporting documents by:
post to Complaints Officer, Pharmaceutical Society of Ireland, 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. As much as possible, we will keep you informed 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, Tusla and/or the Gardaí Siochána.
We have Access Officers appointed to assist people with disabilities who need support to use the PSI’s information and services. If you need the help of our Access Officers, please phone (01) 218 4000 or email accessofficer@psi.ie.
Additional Information