Complaints Policy

At London Women’s Clinic, we are always looking for ways to improve the care and service we provide. We welcome your feedback and encourage you to email us using the form below or get in touch through the “Contact Us” page on our website.

If you wish to make a complaint, our clear complaints procedure ensures that your concerns are listened to carefully and addressed promptly and thoroughly. The steps below outline how you can raise a concern, make a formal complaint and appeal it if needed.

Our JDH Complaints Procedure

1. Raising a Concern

If you’re unhappy with something about your care or experience, you can raise it:

• In person (during a visit),

• By phone, or

• By email to any member of staff.

The staff member you speak to will pass your concerns to a manager or senior lead. They will normally contact you within 2 working days to say they’ve received your concern and explain what happens next.

The aim at this stage is to sort things out quickly if possible. We record your concern in your record, look at what happened, and act where needed. If we fix things to your satisfaction, we’ll confirm this in writing. If your concern is more serious, complex, or you prefer a formal investigation, it will move to the Formal Complaints process.

You will always be kept informed of what is happening and when you can expect updates.

2.Formal Complaints

If your concern isn’t resolved through the informal route, you can make a formal complaint by completing the complaints form that includes:

• What happened,

• When it happened,

• Who was involved (if known), and

• What outcome you’re hoping for.

When we receive your formal complaint, we will acknowledge it in writing within 2 working days and tell you:

• your complaint reference number,

• who is investigating, and

• how long it should take.

Your complaint is logged in your patient file. The Operational Lead/ Senior Manager will conduct the investigation, with support from a Clinical Director (if required). This helps ensure the review is thorough and fair.

The Investigator will:

• collect any relevant records and correspondence,

• speak to staff where needed, and

• may talk with you

We aim to finish this investigation within 21 working days. If it’s going to take longer (because it’s complex or needs input from others), we will write and let you know and agree a new timeframe. If there are delays, we will update you regularly.

After the investigation, we will send you a written response that explains:

• what we looked at,

• what we found and why,

• whether we agree there was an issue,

• an apology if appropriate,

• what actions we’re taking (such as improvements or changes), and

• what the outcome is for you.

We will also record the outcome in your file.

3. Appeal / Internal Review

If you’re still not satisfied after the final Formal Complaint response, you can appeal in writing within 21 working days.

In your appeal you should explain:

• why you remain dissatisfied,

• any factual concerns,

• or new information you want considered.

Your appeal will be reviewed by the Patient Experience Manager together with the Group Medical Director. They will check whether:

• the complaints process was followed correctly,

• the original findings were reasonable, and

• the conclusions and actions were fair.

You will receive a written response to the appeal, usually within 21 working days, telling you whether the original decision stands, has changed, or has been partly upheld.

This appeal decision is the final internal step of the Clinic’s complaints process.

4. External Review

If after all internal stages you still feel your concerns haven’t been properly addressed, you can ask for an external review. Depending on the nature of your complaint, this might include:

• a regulatory body for certain licensed services (e.g., HFEA),

• an independent ombudsman or similar service.

For complaints about NHS‑funded care, you may be able to refer your case to the Parliamentary and Health Service Ombudsman (or equivalent body in Wales) for an independent review once you have completed the Clinic’s internal process. Complaint handling guidance emphasises that people should be told how to make further referrals and advocacy support is available if needed.

We can provide you with information and contact details for any relevant external routes if you ask.