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Making a complaint about a fertility clinic

Going through fertility treatment is hard enough – the last thing you need is added stress. If you’re not happy about something your fertility clinic has done (or not done), it’s your right to complain to them. We’re here to help if you’re not happy with the way they’ve handled your complaint.

Step 1: Make your complaint directly to the clinic

If you’re not happy with the service or care at your clinic, you should first make a complaint to them.

We advise that you:

  • complain as soon as you can – if you speak to the people involved first, they may be able to sort out your problem quickly.
  • think about what you want to say in advance – if you can, talk it through with someone such as a family member or friend, or ask them to read what you've written before you send it
  • be clear about what happened, who was involved, when, where and why you weren’t happy
  • try to make your explanations as short and clear as possible – focus on the main issues and leave out extra details
  • be clear about what you would like them to do to put things right – this could be an apology or changing the way they do things to prevent the same mistake happening again
  • if you complain in writing, keep a copy of everything you send and make a note of when you sent it.
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Step 2: If you’re still not happy

If you’ve been through the clinic’s complaint’s process and you’re still not happy, you can contact us to see if we can help. Normally, this should be within six months of you becoming aware of the problem.

You should know that by law we're only able to deal with certain complaints – call us on 020 7291 8200 or email enquiriesteam@hfea.gov.uk to see if we can look into it for you.

You can also view our complaints policy to find out more (PDF 84 KB)

If we’re able to consider your complaint, you will need to put your complaint in writing and send it to us by email at enquiriesteam@hfea.gov.uk or by post to:

Complaints Inspector
Human Fertilisation and Embryology Authority
10 Spring Gardens
London
SW1A 2BU. 

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Review date: 9 October 2021

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