Concerns & Complaints Policy

City Fertility and its staff members aim to provide a safe, efficient, and friendly service to all patients. We always value your feedback, whether these are compliments, comments, concerns, or complaints, as these are of paramount importance for continuously improving our quality of care.

If you feel that we have not succeeded in providing the best possible service or care then please do raise your concerns with us immediately, so we can resolve the raised issues as soon as possible.

If you would like to speak to a General Manager please let a member of staff know and they will facilitate this.

In the event of you wishing to escalate your concerns to a formal complaint, then please note that the clinic’s policy is for all formal complaints to be put in writing and emailed to clinic@city-fertility.com. Your email will then be brought to the attention of the Complaints Officer, currently Sofia Flyckt.

We will acknowledge written complaints within 2 working days. Our investigation process is in-depth, fair, and dealt with in a prompt manner. We will then provide a written response within 21 working days, though we usually aim to do this in a much shorter amount of time. If the investigation is still ongoing at the end of the 21-day period, we will provide you with an update and a new deadline.

Please note that the time limit for initiating a complaint is 6 months from the date of occurrence, or 6 months from when you became aware of the cause for complaint, provided this is no more than 12 months after the event.

If you feel that your complaint has not been brought to a fully satisfactory conclusion then please follow the link below to make a complaint through the Human Fertilisation and Embryology Authority’s website. Alternatively, you can also write to them using the address found underneath the link.

https://www.hfea.gov.uk/contact-us/making-a-complaint-about-a-fertility-clinic/

Complaints Inspector
Human Fertilisation and Embryology Authority
10 Spring Gardens
London
SW1A 2BU

Due to the Covid-19 pandemic, the HFEA are not able to receive complaints by post at this time