top of page

Complaints Procedure

COMPLAINTS POLICY & PROCEDURE

In accordance with CQC Regulation 16

 

At Fertility Testing Centre, we are committed to providing a high-quality, professional service to all our patients. If something goes wrong, we want to know about it. This allows us to resolve the issue for you and improve our standards for the future.

 

1. Our Principles

  • We treat all complaints seriously and confidentially.

  • You will not be treated differently or disadvantaged for raising a concern.

  • We aim to resolve all issues as quickly and transparently as possible.

 

2. The Three-Stage Process

 

Stage 1: Informal Resolution

 If you are unhappy with your experience, please speak to a member of our clinic staff or the Clinic Manager immediately. Most concerns can be resolved on the spot through a simple conversation.

  • Contact: Speak to us in person or email.

  • Goal: Resolution within 24–48 hours.

 

Stage 2: Formal Complaint

 If your concern is not resolved to your satisfaction at Stage 1, or if you wish to bypass informal resolution, you may submit a formal complaint. This must be in writing to the Registered Manager.

 

Our Response Timeline:

​

  1. Acknowledgement: We will acknowledge your complaint in writing within 3 working days.

  2. Investigation: The Registered Manager will lead a full investigation into the matters raised.

  3. Written Response: You will receive a formal written response within 20 working days. If the investigation is complex and requires more time, we will notify you and provide an updated timeline.

 

Stage 3: Independent Review (Adjudication)

​

If you are still dissatisfied after our Stage 2 response, you have the right to request an independent review. As a private healthcare provider, we refer patients to the Independent Sector Complaints Adjudication Service (ISCAS).

  • Website: www.iscas.org.uk

  • Note: ISCAS acts as an impartial adjudicator for complaints that have already been through the provider’s internal process.

 

​

 

4. Our Duty of Candour

​

We operate under a Duty of Candour. This means that if an unintended or unexpected incident occurs during your care that results in moderate or severe harm, we will:

  1. Notify you as soon as possible.

  2. Provide a full explanation and a sincere apology.

  3. Keep a written record of our communication with you.

bottom of page