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.

It is always better for you to raise an issue immediately, so that we can respond and hopefully resolve any issue as soon as it arises. If you have a concern you can speak to any member of your care team, or – if you prefer – ask to speak to a senior manager from the relevant department. If the senior management team are unable to help and you wish to escalate your concern to a formal complaint, you can contact us by email or letter:

Sofia Flyckt
Complaints Officer for Stage1 complaints at GENNET City Fertility

Email: 
clinic@city-fertility.com  FAO Sofia Flyckt 

Post
Sofia Flyckt
GENNET City Fertility
16 St John Street
London
EC1M 4NT

We will acknowledge written complaints within 3 working days and provide a written response within 30 working days of receipt. If the investigation is still ongoing at 30 days, we will write and provide you with an update.

We will investigate every complaint thoroughly, fairly, and promptly. Our goal is to resolve your concerns and use your feedback to improve the quality of our service wherever possible.

If you are not satisfied with our response, you have 30 working days in which to challenge our findings. If we do not hear from you within this time, we will consider the complaint satisfactorily resolved.

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 are not satisfied with our response, you are entitled to escalate your complaint to the second stage. As per stage 1, we will acknowledge stage 2 complaints within 3 working days and provide a written response within 30 working days of receipt

Following stage 2, If you feel the complaint is still unresolved, you are entitled to contact the Human Fertilisation and Embryology Authority (HFEA):
Email : enquiriesteam@hfea.gov.uk