GPhC fitness to practise concerns rise sharply as regulator reports increase in AI-generated complaints

The General Pharmaceutical Council (GPhC) has reported a significant rise in fitness to practise concerns, alongside what it describes as a “sharp increase” in AI-generated complaints submitted to the regulator. According to the papers, the GPhC received 9,928 concerns during 2025/26, compared with 7,378 the previous year, representing an increase of around 35%.

The figures form part of the GPhC’s Annual Report and Fitness to Practise Report 2025/26, published in September 2026. The report highlights growing regulatory pressures as the pharmacy regulator seeks to manage rising complaint volumes while maintaining a focus on public protection.

According to the GPhC, more than half of concerns received originated from members of the public, with healthcare professionals accounting for a further proportion of referrals. Despite the increase in overall complaint numbers, the regulator said the vast majority of concerns did not progress to formal fitness to practise proceedings. Around 95% of concerns reaching triage were closed following initial assessment because they either fell outside the regulator’s powers or were not considered serious enough to call into question a professional’s fitness to practise.

Only 81 cases ultimately reached a fitness to practise committee hearing during the reporting year. Of those, 22 resulted in removal from the register and 36 resulted in suspension.

A notable feature of the report is the GPhC’s acknowledgement of increasing numbers of AI-generated complaints. Speaking to The Pharmaceutical Journal, GPhC Chief Enforcement Officer Dionne Spence said the regulator had seen a sharp rise in lengthy complaints created using artificial intelligence and was considering how to manage these efficiently while remaining focused on patient safety.

The latest figures will be of particular interest to pharmacists, pharmacy technicians and pharmacy owners, as they reflect the continuing growth in regulatory referrals across healthcare. The GPhC’s own annual report notes that concern volumes have increased substantially in recent years, while the regulator continues work to improve investigation capacity and reduce longstanding fitness to practise case backlogs.

The regulator has also introduced acceptance criteria for fitness to practise concerns, aimed at helping identify which complaints warrant formal regulatory investigation and which may be more appropriately resolved through alternative routes. In addition, the GPhC has indicated it is exploring an independent pharmacy complaints resolution service for consumer concerns that do not require regulatory action.

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