Feedback and concerns

Complaints and feedback

We want Seona to be a service you trust. If something has gone wrong, or could be better, we want to hear about it. We take every complaint seriously, handle it confidentially, and use what we learn to improve the care we provide. You will never be treated differently for raising a concern.

How to make a complaint

The quickest way is to email us at complaints@seona.health. Please include:

  • your name and the email address linked to your Seona account
  • what happened, and when
  • what you would like us to do to put it right

If you would prefer to write to us, you can post your complaint to: Icon Pharmacy Ltd, 155 Manford Way, Chigwell, Essex IG7 4DN.

You can also ask someone to complain on your behalf, such as a friend, relative, or carer. We will confirm with you that you are happy for them to act for you before we discuss your details with them.

What happens next

  • We will acknowledge your complaint within 7 working days.
  • We will look into it properly, which may include reviewing your records and speaking to the people involved.
  • We will give you a full response within 21 working days.
  • If your complaint is complex and we need more time, we will tell you why and give you a revised timescale, and we will keep you updated until it is resolved.

Your complaint is handled by our pharmacy team. If you are not satisfied with our response, you can ask for it to be escalated to our Superintendent Pharmacist, Vaibhav Shah, who has overall responsibility for the safe running of the pharmacy.

If you are still not satisfied

If we cannot resolve your complaint to your satisfaction, you can take it further:

  • General Pharmaceutical Council (GPhC): our regulator. The GPhC investigates serious concerns about the conduct of a pharmacy professional or the safety of pharmacy services. It does not resolve general service issues such as refunds or delivery, which we ask you to raise with us directly first. You can raise a concern with the GPhC at pharmacyregulation.org/raise-a-concern or by calling 020 3713 8000.
  • Information Commissioner's Office (ICO): if your complaint is about how we have handled your personal information. You can contact the ICO at ico.org.uk.
  • Your consumer rights: for a complaint about the service as a purchase, you can get free, independent advice from the Citizens Advice consumer service at citizensadvice.org.uk.

Learning from your feedback

Every complaint is recorded and reviewed, and we use the themes to improve our service. This is part of how we maintain the quality and safety of the care we provide. We welcome positive feedback too. If something worked well, telling us helps us do more of it.