Complaints Policy

We are always striving to continually improve and therefore any feedback that you can give us is very gratefully received. Please complete a patient or user survey and/or send any comments into our feedback email addresses. You can also reach out to us via the Contact us pages on our websites.

• For patients at any London Women’s Clinic site including London Egg Bank: feedback@londonwomensclinic.com

• For donors at London Sperm Bank: feedback@londonspermbank.com

• For patients at London Women’s Clinics in Wales and Bristol: walesfeedback@londonwomensclinic.com

If however you wish to make a complaint, we have a complaints procedure that we will follow to ensure that we attend fully and in a timely manner to the issue(s) you may identify.

How to inform us of your complaint:

Please email us at the relevant feedback address as per above. Please give us your full name, date of birth and current contact address and email address so that we may locate your records.

What we will do:

Once your complaint has been received we will take action to ensure it is dealt with quickly and effectively as per our Complaints and Feedback Standard Operating Procedure.  A summary of that procedure is below:

• We will acknowledge your complaint within 2 working days
• We will launch an investigation into the circumstances leading up to and during the episode(s) that your complaint relates to
• We will ask all of the staff involved for their statements and the relevant entries in your records during the episode(s)
• All of the statements and records will be reviewed and a letter summarising and attending to the issue(s) you have raised will be formulated
• Any actions arising from the issue(s) you identify and the investigation will be implemented in a timely and effective manner to prevent reoccurrence
• We will respond to your email within 20 working days after we acknowledge your email
• If there is a delay to the response, we will write to you and let you know why and let you know the date by which we hope to have completed our response

What to do if this does not resolve your concern:

If you feel that our response still does not fully address your concern, you are welcome to contact the relevant independent authority that governs your clinic. These authorities act as an alternative dispute resolution service and will follow their own complaints procedure. Please see below for details.