Making A Complaint
To make sure this happens, we will provide you with all the information that you need to contact us to tell us about the problem.
The quickest way for us to help you is for you to give us a call or email us on the following contact details:
Telephone: 0330 330 3849 (cost of landline number)
If you do email us, it would be helpful if you can provide as much detail as possible for us to start looking into the problem, as well as a contact phone number and how you would prefer to be addressed if you are happy for us to call you back.
We will work to resolve the issue for you as soon as possible. If we are not able to do this within 3 working days we will write to you with a summary of the details that have been discussed and the name of the person dealing with your complaint, so that you can be confident that we have understood your complaint and that we are still investigating it.
We will also provide an indication of the anticipated timescale for us to complete the investigation. If we are unable to complete the investigation in the advised timescale then we will keep you updated with the progress and revised time scales on a regular basis.
We really want to make sure that we have done all that we can to resolve the issue. Where you feel that we have not done this, or if you do not wish to call or email us, you can write to us to tell us about the issue. You can do this at the following address:
Dr Fertility Ltd,
Department Bonded Warehouse
18 Lower Byrom Street
If you write to us, it would be helpful if you can provide as much detail as possible for us to start looking into the problem, as well as a contact phone number and how you would prefer to be addressed if you are happy for us to call you back.
We will acknowledge the complaint by responding to you within 3 working days so that we can start to communicate in the best way to allow us to resolve the complaint for you as quickly as possible.
We will provide the name of the person dealing with your complaint and give an indication of the anticipated timescale for us to complete the investigation. If we are unable to complete the investigation in the advised timescale then we will keep you updated with the progress and revised time scales on a regular basis.
If you did not wish to contact Dr Fertility to make a complaint, you can also submit a complaint to any of the following, where appropriate to the nature of the complaint:
Care Quality Commission (CQC) Healthcare
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 03000 616161
The General Medical Council
350 Euston Road, London, NW1 3JN
Tel :0161 923 6602
The Nursing & Midwifery Council
23 Portland Piece, London. W1B 1P2
Tel: 020 7333 9333
Independent Arbitration Organisation
International Dispute Resolution Centre
70 Fleet Street
Centre for Effective Dispute Resolution
Tel: 020 7536 6000
Frequently asked questions when making a complaint
Who can make a complaint?
Because we may be dealing with confidential information about a person, we do need to make sure that anyone who is making the complaint on behalf of another person, is able to do this.
You can make a complaint for yourself, or on behalf of another customer or patient if they have consented to this. You can also make a complaint as, or on behalf of, a former patient who has received treatment from Dr Fertility Ltd, or someone who may be affected by something that Dr Fertility Ltd has done.
You may also act as a representative for a customer, patient, or a former customer or patient, who lacks capacity under the Mental Capacity Act 2005 (i.e. you have Power of Attorney etc.) or if they lack the physical capacity to make a complaint and you are acting in the interests of the patient. You may also act on behalf of the relatives of a customer or patient who has died.
Who is responsible at Dr Fertility Ltd for dealing with complaints?
Dr Fertility Ltd will appoint a “Responsible Person” who will ensure that all complaints are handled correctly in accordance with our own internal standards as well as within the regulations. The Responsible Person at Dr Fertility Ltd will be the Registered Manager, Lucy Buckley.
Are there any time limits for making a complaint?
This is normally within 12 months of the event which has led to the complaint, or within 12 months from when it is noticed.
Dr Fertility Ltd does have the discretion to extend this if there is good reason to do so and if it is still possible to carry out a proper investigation.
Will my details remain confidential?
All complaints will be treated in the strictest confidence and Dr Fertility Ltd will ensure that you are made aware of any confidential information that may need to be disclosed to a third party, such as the Care Quality Commission.