Privacy Notice

Last Updated: June 2026

Our Commitment

At Walbrook Pharmacy, we are committed to providing the highest standard of care and customer service. If you are unhappy with any aspect of our service, we encourage you to let us know so we can investigate your concerns fairly, promptly and confidentially.

This Privacy Notice explains how we collect, use and protect your personal information when handling complaints in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who We Are

Walbrook Pharmacy is the data controller responsible for the personal information collected as part of our complaints process.

Walbrook Pharmacy
44 Cannon Hill
Southgate
Enfield
London
N14 6LH

Telephone: 020 8886 0947

If you have any questions about this Privacy Notice or how your personal information is handled, please contact the pharmacy using the details above.

What Information We Collect

When you make a complaint, we may collect:

• Your full name
• Postal address
• Telephone number
• Email address
• Date of birth (where relevant)
• NHS Number (if applicable)
• Details of your complaint
• Information relating to the healthcare services you have received
• Copies of correspondence between you and the pharmacy
• Staff statements and investigation notes
• CCTV footage where relevant
• Any supporting documents you choose to provide

We will only collect information necessary to investigate and resolve your complaint.

Why We Use Your Information

Your personal information is used to:

• Investigate your complaint fairly and thoroughly
• Respond to your concerns
• Improve the quality and safety of our services
• Meet our professional, contractual and legal obligations
• Maintain complaint records
• Defend or establish legal claims where necessary

Our Legal Basis for Processing

Under UK GDPR, we process complaint information under one or more of the following lawful bases:

• Legal Obligation – to comply with NHS, healthcare and pharmacy regulations.
• Public Task – where the complaint relates to NHS services.
• Legitimate Interests – to investigate complaints and improve our services.
• Legal Claims – where information is required for legal proceedings.
• Healthcare Purposes under Article 9 UK GDPR where special category health information is involved.

Who We Share Your Information With

Where necessary, your information may be shared with:

• NHS England
• Your Integrated Care Board (ICB)
• General Pharmaceutical Council (GPhC)
• NHS Resolution
• Professional indemnity insurers
• Legal advisers
• Regulatory authorities
• Healthcare professionals involved in your care
• Other organisations where required by law

We only share the minimum information necessary and will never sell your personal data.

How Long We Keep Complaint Records

Complaint records are retained in accordance with NHS Records Management guidance and legal requirements.

Most complaint records are retained for up to 10 years, although this may vary depending on the nature of the complaint or any ongoing legal proceedings.

Once no longer required, records are securely destroyed.

How We Protect Your Information

We take the security of your personal information seriously and use appropriate technical and organisational measures, including:

• Secure IT systems
• Password-protected records
• Restricted staff access
• Confidential handling procedures
• Staff confidentiality training
• Secure disposal of records

Your Rights

Under UK GDPR you have the right to:

• Request access to your personal information
• Request correction of inaccurate information
• Request erasure where applicable
• Request restriction of processing
• Object to processing in certain circumstances
• Request transfer of your information where applicable
• Lodge a complaint with the Information Commissioner’s Office (ICO)

Please note that some rights may be limited where we are legally required to retain complaint records.

Making a Data Protection Complaint

If you have concerns about how your personal information has been handled, please contact Walbrook Pharmacy in the first instance so we can investigate your concerns.

If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office (ICO)

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

Changes to This Privacy Notice

We may update this Privacy Notice from time to time to reflect changes in legislation or our complaints procedures. Any updates will be published on this website with the revised date shown at the top of this page.