How to complain

We want every patient to feel supported, respected, and cared for throughout their journey with us. If something hasn’t met your expectations, we genuinely welcome the opportunity to hear from you. Your feedback helps us improve and ensures we continue delivering a high standard of care.

Raising a Concern

If you would like to share a concern or make a complaint, you can contact us directly:

Email: info@infertilityaid.com
 Subject line: Complaint – Your Name

Please include:

• your name
• how we can contact you
• a brief description of what happened
• what you would like us to consider

We aim to acknowledge your message promptly and resolve most issues quickly and informally.

Our Complaints Process

Once we receive your complaint:

• we will confirm receipt
• we will review the details carefully
• we may contact you for clarification
• we will provide a clear response and any next steps

We aim to respond within 10 working days. If more time is needed, we will keep you updated.

If You Are Not Satisfied

If you feel your concern has not been resolved, you may request a further review. A senior member of our team who was not involved in the original decision will look into the matter.

Your Care Will Not Be Affected

Raising a complaint will never affect the support you receive from us. We treat all concerns with fairness, confidentiality, and respect