Step 2: If you are still not happy
Where the clinic cannot resolve the complaint, they should give you sufficient information about routes to escalate your complaint.
We advise that fertility clinics treating self-funded patients should join an independent Alternative Dispute Resolution (ADR) scheme. Patients treated in an NHS facility or funded by the NHS can access an ADR scheme by submitting complaints to the relevant ombudsman once they have followed the centre’s internal complaints or Patient Advice and Liaison Service (PALS) procedure. You should speak to your clinic about this for more information.
If you’ve been through the clinic’s complaint’s process and you’re still not happy, you can also contact us to see if we can help. Normally, this should be within six months of you becoming aware of the problem. If we think there is more the clinic can do to resolve your complaint, we will send it back to the clinic for a further review.
Please be aware that by law we’re only able to deal with certain complaints. We cannot review specific decisions about your clinical care, nor can we help you obtain a refund or compensation.
In order for us to consider a complaint, you will need to have first exhausted your clinic’s formal complaints procedure. You should ask your clinic for a copy of their complaints policy. For further information on how we handle complaints, please see our complaints policy.
To escalate your complaint to us, please send the details of your complaint, as well as all correspondence with your clinic about your complaint, to our Enquiries team at firstname.lastname@example.org. We are not able to receive complaints by post at this time.
Even if we might not be able to take forward a complaint on your behalf, we will use your feedback to help shape our inspection process. This helps protect others from going through a similar experience.