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Making a complaint about us

This page explains the steps you should take if you want to make a complaint about us.

What’s the process?

If you wish to complain about the way the HFEA has performed any aspect of its role, we have a formal process for handling such complaints. Full details on this process can be found in our complaints policy. 

Your first step should be to put your complaint in writing or by filling out our complaints form. We require this so that we can understand the issue you are raising and decide how best to address your concerns.

Please email your complaint to enquiriesteam@hfea.gov.uk, or post it to:

Head of Planning and Governance,
HFEA,
10 Spring Gardens,
London,
SW1A 2BU

Don’t forget to include your contact details so that we can get back to you – and please note that we can’t address complaints made anonymously.

We will acknowledge your complaint within five working days, and may then contact you by phone or email to discuss it further.

Please note that it is not possible to raise a complaint relating to the legal framework governing fertility treatment and research, general dissatisfaction with our policies, particular licensing decisions, or matters that are not within our remit. We will not normally consider complaints if they are made more than 6 months after you became aware of the matters giving rise to the complaint. If we think your complaint should be raised elsewhere, for example, with a different body or your MP, we will advise you of this.

What if I'm not happy with the outcome?

You may be able to ask for us to review it again.

If you’re still not happy, you can ask your Member of Parliament to refer it to the Parliamentary and Health Service Ombudsman.

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Review date: 19 August 2021

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