Talk it through.
Open our support chat for questions and help finding the right next step.
The chat is currently a preview: live team messaging is not connected. Use the formal complaint form below to send a complaint to the team.
Here to listen. Ready to improve.
Complaints & feedback
Your experience matters. If something falls short, we want to understand it and put things right.
Policy draft · Updated 1 November 2026
Before launch
SelfTest is in development. The contact routes and operating arrangements below must be confirmed before trading begins. The formal complaint form below is connected to our private Complaints & Safety queue. The chat is a preview and does not send messages to the team. Company details and other contact routes are still being finalised.
How can we help?
Start with support if you would like help resolving an issue, or send a formal complaint directly. You do not have to use chat first.
A clear record. A considered response.
Submit a formal complaint
Tell us what happened and how we can contact you. Fields marked * are required; everything else is optional.
For a complaint on someone else's behalf, explain this briefly without including their health information. We may need to confirm authority before discussing personal details. Tell us if you need an accessible response format.
Help us understand.
- Your name, a safe way to contact you and any communication preferences.
- An order reference, if there is one, and when the issue happened.
- What happened, how it affected you and what you would like us to do.
- For a test concern: product name, manufacturer, batch or lot number and expiry date, where available.
- Relevant correspondence or photographs of the packaging or device, if safe and appropriate.
Missing information should not prevent you from raising a concern. Share only what is needed; do not include payment-card details or unrelated medical records. Please do not post used tests, sharps or biological samples to us.
What happens next?
The following are our proposed service targets. Submission creates a record and an on-screen reference; it does not send an acknowledgement email or guarantee a response time.
We aim to confirm receipt within two working days and provide a reference and a named point of contact.
We will review the evidence, seek clarification where needed and involve someone independent of the events where practical. Safety concerns follow a separate urgent escalation route.
We aim to send a written outcome within 28 calendar days. If more time is needed, we will explain why and give you a revised date.
Our response should explain our findings and any action agreed. Depending on the circumstances, this could include an explanation, an apology, a correction, or consideration of a replacement or refund. Making a complaint does not remove your statutory rights.
Safety concerns need a separate next step.
Suspected device faults, unclear instructions, unexpected performance or possible harm need prompt assessment, even if the wider complaint is still being investigated. Keep the packaging and batch details if safe; follow the device instructions and seek professional advice about your health.
Our launch procedure will route relevant product concerns to the manufacturer and, where applicable, its UK Responsible Person or other designated safety contact. Any required regulatory reporting will be assessed separately from customer-service resolution. We will not wait for the ordinary complaint-response target to consider a potential safety incident.
Independent safety reporting
You can also report a suspected device problem through the appropriate official route. Read MHRA reporting guidance, including the route for Scotland →
A complaint or safety report is not medical advice. If you need urgent help, use the appropriate urgent or emergency healthcare service.
Ask us to look again.
To request a review, use the formal complaint form and include your existing reference and the parts of the response you disagree with. We intend to assign a senior reviewer who was not involved in the first decision wherever possible.
Any external escalation or dispute-resolution options will depend on the service, provider and issue involved. We will publish the applicable arrangements before launch. No regulator registration, ombudsman membership or independent adjudication service is claimed by this draft.
Handled with care.
Our complaints register records submitted concerns and supports investigation, decisions and follow-up actions. Access will be restricted to authorised people who need the information. Relevant safety information may need to be shared with a manufacturer, responsible person or regulator using appropriate safeguards.
Our privacy notice describes the current handling of complaint submissions. The operating company and full pre-launch privacy arrangements, including retention and applicable processing grounds, are still being finalised. We will review complaint patterns to identify improvements and recurring product concerns. Raising a complaint should not affect the respectful treatment you receive.
Read the current privacy notice →Details to be confirmed.
SelfTest is the developing brand. The operating legal entity has not yet been finalised. Its registered name, company number, registered office, trading contact details and accountable complaints lead will be added before trading begins.
This draft covers the planned SelfTest customer complaints process. Any future laboratory service will need verified provider-specific responsibilities and escalation routes before it is offered.