Pharmaceutical Society of Ireland

About the Pharmaceutical Society of Ireland (PSI)

The PSI is the regulator for pharmacists and pharmacies in Ireland. The PSI regulates the profession in the interest of patient safety and public protection. In order for a pharmacist to practise in this country, he or she must be registered with the PSI.

If you wish to check the registration status of a pharmacist or retail pharmacy business (pharmacy), you can do so on the PSI’s website, www.psi.ie.

Who can complain to the PSI?

A complaint can be made by or on behalf of any person to the PSI about a pharmacist or pharmacy. This includes patients, members of the public, employers and other health professionals. The Registrar of the PSI may also make a complaint about a pharmacist or pharmacy.

What complaints can I take to the PSI?

The PSI may consider complaints about registered pharmacists on one or more of the following grounds:

  • professional misconduct;
  • poor professional performance (this is any failure by a pharmacist to meet the standards of competence that may reasonably be expected of a pharmacist);
  • impairment of the 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 conditions attached to the pharmacist’s registration;
  • failure to take agreed action following a request from a Committee of Inquiry under Section 46 of the Pharmacy Act 2007;
  • breaching a provision of the Pharmacy Act 2007 or rules made by the PSI under the Act;
  • a conviction in the State or outside the State for certain offences;
  • 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.

The PSI may consider complaints about registered pharmacies on one or more of the following grounds:

  • the pharmacy owner (or a partner, employee or representative of the pharmacy owner) has been convicted of an offence under the Pharmacy Act 2007;
  • the pharmacy owner(or a partner, employee or representative of the pharmacy owner) has been convicted of any other offence or committed misconduct in a way that would cause the Council of the PSI to refuse an application for registration as a pharmacist;
  • failure of the pharmacy owner to comply with any of the duties referred to in section 18(1A), which relate to the Health (Pricing and Supply of Medical Goods) Act 2013.

What complaints can I not take to the PSI?

The PSI cannot:

  • Consider complaints about professionals other than pharmacists
  • Consider complaints about businesses other than retail pharmacy businesses
  • Consider complaints which relate solely to commercial matters (unless they also refer to one or more of the grounds for complaint set out in Sections 35 and 36 of the Pharmacy Act 2007), e.g. pricing concerns or non-payment of rent on commercial premises
  • Consider complaints which relate solely to employment issues (unless they also refer to one or more of the grounds for complaint set out in Sections 35 and 36 of the Pharmacy Act 2007), e.g. hours of work, contracts of employment
  • Provide you with legal advice or representation
  • Help you make a claim for compensation
  • Provide or arrange medical treatment or counselling for you
  • Contact a pharmacist on your behalf and ask him or her to do something
  • Compel a pharmacist or pharmacy owner to apologise to you
  • Provide an explanation of what happened

How do I make a complaint to the PSI?

Complaints must be made in writing. You may complete and sign a copy of the PSI’s complaint form

Alternatively, you may prefer to write a letter to the PSI setting out the grounds of your complaint.

You will need to include:

  • Your full name, address and daytime telephone number
  • As much information about the circumstances of your complaint as you can provide, including names, dates and places
  • As much information about the pharmacist(s) or pharmacy business as you can provide such as name, place of work, etc.
  • Supporting documentation including copies of prescriptions, relevant correspondence, etc.
  • Name and contact details of any other person(s) who can substantiate the matters referred to in your complaint

Your complaint together with any supporting documentation should be submitted to the following address:-

Complaints Officer
Pharmaceutical Society of Ireland
PSI House
15 – 19 Fenian Street
Dublin 2
D02 TD72
Email: complaints@psi.ie

Do I need to consult a solicitor?

You do not need to have legal representation in order to make a complaint. However, if the matters giving rise to your complaint suggest that an alternative legal remedy exists then you should consult a solicitor at the earliest opportunity to protect your interests. You should also advise the PSI if you are aware that the subject matter of your complaint is also subject to any criminal or civil proceedings.

What happens next?

When your complaint has been received, the PSI will:

  • Write to you and tell you that your complaint has been received
  • Send a copy of your complaint to the pharmacist or retail pharmacy business
  • Give the pharmacist or pharmacy owner an opportunity to provide observations and comments in relation to your complaint within a certain period
  • Send you a copy of the observations or comments received from the pharmacist or pharmacy owner for further comment
  • Any further comments or observations received from you will be furnished to the pharmacist or pharmacy owner for further and final comment

The PSI’s Preliminary Proceedings Committee will then consider your complaint and may request further information and/or documentation from you, the pharmacist or the retail pharmacy business.

You can find full details on the PSI’s complaints process on the PSI website: www.thepsi.ie/gns/making-a-complaint/overview.aspx.

Contact details

Pharmaceutical Society of Ireland
PSI House, 15-19 Fenian Street, Dublin 2
D02 TD72

Web: www.psi.ie
Phone: 01 218 4000
Email: complaints@psi.ie


Page last updated: 26 February 2016