Last updated: 3 September 2026
Fertility treatment matters enormously, and when something falls short of what you expected the last thing you need is a fight to be heard. We would rather you told us. Complaints tell us where we are getting it wrong, and we take them seriously.
Raising a concern will never affect the care you receive, or how you are treated by our team.
Use whichever of these is easiest for you:
You do not need to use any particular form or wording, and you do not need to know who to address it to. We will tell you the name of the Complaints Lead handling your complaint when we acknowledge it.
Where you can, please tell us your name and date of birth, what happened and roughly when, who was involved if you know, and what you would like us to do about it. If you are complaining on behalf of someone else we will need their written consent before we can discuss their care with you.
If it would help, we will meet you to talk it through rather than only writing to you.
Please raise your concern within 12 months of the event, or of becoming aware of it. We will still consider complaints made later where it is reasonable to do so.
Tell us, and we will look again. If you are still unhappy, you can take your complaint further, and you do not need our permission to do so:
You can raise a concern without giving your name. We will look into it, but we may not be able to investigate fully or give you a response.
We record every complaint, review them regularly as a team, and report on them to our regulators as required. Records of complaints are kept separately from your medical records — a complaint does not become part of your clinical file.