Complaints

Last updated 25 October 2026. If something has gone wrong, tell us so we can put it right. Complaining won't affect your care.

How to complain to us

During a call: tell the person you're speaking to
Email: hello@vivia.health
Post: Complaints, Icon Pharmacy, 155 Manford Way, Chigwell, Essex, IG7 4DN
Please mark it "Complaint" so it reaches the right person

If you complain during a call, we'll write your complaint down and send you a copy. Someone else, such as a relative, can complain for you if you agree. Our complaints manager is Vaibhav Shah, Superintendent Pharmacist.

Time limit

Please complain within 12 months of what happened, or of when you found out about it. We can still look at a later complaint if you had a good reason for the delay and we can still investigate it fairly.

What happens next

We'll acknowledge your complaint within 3 working days.
We'll offer to talk to you about how we'll handle it and when you can expect our answer.
We'll look into it and keep you updated.
We'll send you a written reply saying what we found and what we're doing to put things right. We aim to reply within 3 months. If it will take longer than we agreed, we'll tell you why.

If you'd rather complain to the NHS

You can complain to the NHS instead of to us. Complaints about NHS pharmacy services go to the local integrated care board (ICB). For us, that's NHS North East London: nelondonicb.complaints@nhs.net. You can complain to us or to the ICB, but not to both at the same time.

If you're not happy with the reply

You can ask the Parliamentary and Health Service Ombudsman to review your complaint, usually within 12 months. Call 0345 015 4033 or go to ombudsman.org.uk/making-complaint.

Help with your complaint

Every area of England has an independent NHS complaints advocacy service, paid for by the local council. Your council can tell you who provides it where you live.

Concerns about a pharmacist or the pharmacy

If you're worried about a pharmacist or pharmacy technician, or about the standards at our pharmacy, you can raise a concern with the General Pharmaceutical Council: pharmacyregulation.org/raising-concerns.

Complaints about your data

Our privacy notice explains how to complain about the way we use your information.