Care charter: Our promise to you

At Fettle, we’re all about giving you the best care. Here we’ll go through what this means. This is so you know what to expect when interacting with us and what we hope for in return from you, to help the service run as smoothly as possible.

We’d always recommend visiting our FAQs and as they are full of helpful information.

What to do if you need to speak to us

You can contact us by text, email or phone.

By text

If you’ve ordered from us and have a question, you can reply to one of the text messages we've sent you. This is our favourite way to keep in touch.

We recommend texting us if you have used our service and have a question about your order, your results, or symptoms you are experiencing.

Our clinical team replies to text messages Monday to Friday (our core hours are 9am to 5pm) and a specialised team keeps an eye on things across the weekend.

For some questions, or at very busy times, we’ll need a little time to get back to you.

We reply to text messages through a specially built computer system. Some of our messages are automatic, for example, dispatch notifications. But do not worry, if you’ve asked a question, this will be seen by a member of our team and answered.

We need to prioritise certain requests, so if you’ve not heard from us yet - we’re working on it! If you haven’t heard from us after 72 hours, feel free to give us a nudge.

By email

If you haven’t placed an order yet or you cannot text us back, you can email

We’d recommend emailing us if you have general questions, are not able to send text messages, or want to access your health records or exercise your GDPR rights.

Our customer care team replies to email enquiries. They can answer questions that do not need a clinician’s response. They’ll ask for some basic information to find your Fettle record.

Our customer care team’s speciality is feedback, complaints and your GDPR rights. If you have a general query and you’re not sure who to contact, customer care are here to help - email us!

Customer care are available via email during our core hours, 9am to 5pm, Monday to Friday.

We will respond as soon as possible, but if you haven’t heard from us after 72 hours, feel free to give us a nudge.

By phone

If you need to speak over the phone, call us on 020 3318 7609. Our team can provide phone line support and care during our core hours: 9am to 5pm, Mon-Fri.

Please note:

If you have an urgent enquiry, especially if you’re experiencing painful symptoms or side effects, call NHS 111 or visit

If you think you’ve been exposed to HIV in the last 72 hours, find your local NHS emergency PEP service.

If you need emergency contraception and we cannot help, we recommend you go to your local clinic or pharmacy, your GP or A&E department.

What to expect if we need to speak to you

We will also use text, phone and email to get in touch with you about your order.

By text

We mainly chat via text message, this includes delivery updates and test results.

You can stop text messages by replying to any of our texts with the word STOP.  You will need to text the word START to use any of our services again in the future (SH:24, Fettle or Freetesting.HIV), like chatting with our clinical team and placing an order.

You might want to change your phone settings to keep your messages from us more private. For example, turning off message previews will stop our texts from appearing on your lock screen.

By phone

If we need to speak to you on the phone, we'll text you first to arrange a time that suits you.

Now and again, there may be a situation where we need to call you without arranging it first. This might be if we’ve tried to get in touch by text message or email about an emergency contraception order, but haven’t heard back.

By email

If our text message with your test results fails to deliver to you, we may send an email to let you know your results are ready.

What to expect when you speak to us

  • We will treat you fairly and respectfully, with equality and diversity at the heart of everything we do.

  • We will be polite, helpful, open and honest with you.

  • We will listen to you and understand your needs.

  • We will explain decisions and outcomes clearly.

  • We will protect your medical privacy and confidentiality rights.

  • We aim to share quality, accurate and up-to-date information.

  • We aim to use simple and clear language.

  • We will not ask for ID unless there is a clinical or privacy concern.

How you can help us help you

  • Be as honest as you can when asked for information, so we can provide you with the most accurate advice and support.

  • Only place orders for yourself using your own mobile number, to ensure medical privacy.

  • Be mindful of our free testing limits (every 12 weeks). You cannot test more frequently than this due to NHS guidelines and budget constraints. However, you can purchase tests from our sister-service, Fettle, at any time, or visit your free local clinic.

  • Treat our staff with dignity and respect.

  • Be patient for a text back, we will respond as soon as we can.

  • Tell us about any important changes like your mobile number or delivery address as soon as you can.

Once your order is closed we will text you a link to complete a survey about how we’ve done. If you have any comments or suggestions, let us know. We rely on your feedback to ensure that we are providing the best care.

How we will keep our promise

How we keep things running smoothly

  • We will monitor our performance against what we’ve promised here, every quarter.

  • We will follow clear processes and procedures, which are regularly reviewed, to ensure our users receive consistently excellent customer care.

  • We will make sure all our staff receive up-to-date training in equality, diversity and human rights, and are DBS checked. We will do this as often as needed.

  • We will listen to your feedback and provide lots of opportunities for you to give it to us.

  • We will take corrective and preventative actions following complaints whenever SH:24 are at fault or could do something better.

What to do when things go wrong

  • We will do our best to resolve any problems with you as soon as you have a concern. Please reach out to our customer care team who will do their best to help you.

  • If you’d like to make a formal complaint, email with the subject line ‘complaint’.

  • Formal complaints should always be acknowledged via email response within 3 working days. We aim to successfully investigate, and resolve any problems as quickly as possible.

  • We will always try to make changes to our service to make sure that any problems you raise don’t happen again.

  • If you’re not happy with how we have handled your complaint or care, you contact CQC (or RQIA if you’re in Northern Ireland) - let us know and we can help you to do this.

  • If you’re not happy with how we have handled your personal data, you can always reach out to the ICO - let us know and we can help you to do this.

How we are audited

  • We are CQC and RQIA accredited to make sure you are receiving quality care.

  • We are BSI accredited to make sure our technical standards are up to date.

  • We are ISO 13485 accredited to make sure that our products and services are up to scratch.

  • We work closely with our Data Protection Officer and are registered with the ICO to ensure that your data is carefully looked after.

  • We have Cyber Essential certification to protect SH:24 from online threats.