COMPLAINTS

If you have a concern, please speak with any member of our team right away. We’ll do everything we can to address it promptly. If the person you speak to cannot resolve the issue, they will find someone who can help.

If your concern is more serious, you can share your complaint directly with any team member or in writing. A senior member of the relevant team will review your complaint and get back to you.

When submitting a complaint, we encourage you to include as much detail as possible—what happened, who was involved, and what you feel would help make things right. Let us know how you’d prefer us to contact you so we can ensure clear and effective communication.

To help us resolve complaints fairly and efficiently, we ask that you bring issues to our attention as soon as possible. If a complaint is made more than 12 months after the event, it may be difficult for us to investigate fully.

You can make a complaint by speaking, emailing, or writing to your clinic directly. Contact details for all our Care Fertility Clinics are available below.

When reaching out, please include:

• Your name and date of birth: This helps us locate your records.
• Your preferred communication method: Whether by email, letter, telephone, or face-to-face, we’ll adapt to your needs.
• Details of the issue: Share what happened, actions already taken, and what resolution you’re hoping for.
  
  

Complaints on Behalf of Someone Else

We take patient confidentiality very seriously. If you are raising a complaint on behalf of someone else, we will need their written consent before we can discuss their personal health information with you.

If you have any questions or need further guidance, we’re here to help.