Making a complaint

We take great pride in providing a personal and caring service to all of our patients and are pleased that our complaint numbers are consistently very low.

However, we recognise that there may be occasions when you have concerns that you wish to bring to our attention. 

If you feel that something isn’t right, or you are unhappy with any aspect of your care at the clinic, it is important that you let us know as soon as possible so that we can address your concerns.  In most cases problems can be resolved very quickly. 

If you feel that your concerns have not been fully resolved and you wish to make a formal complaint, please email us detailing the key points of concern.  To ensure we are able to investigate your complaint effectively and efficiently, complaints should be received by the clinic within 6 months of the issue/incident to the address below:

Pam Andrew, Director of Business Development & Complaints Officer:

• Email – enquiries@hullfertility.co.uk – please title your email “Complaint”.
• By post – Hull & East Riding Fertility, Hesslewood Office Park, Ferriby Road, Hessle, HU13 0JA.

All written complaints will follow our complaints procedure as below:

• An acknowledge of your complaint and next steps will be sent by either email or post within 48 hours.
• A full response will be sent within 20 working days of receipt of your complaint, following a comprehensive, open, honest and objective investigation. Our Complaints Officer, or another member of the senior team, may contact you during this time for further information.
• If the investigation cannot be concluded within 20 working days, you will be advised of the reasons for this and kept informed of the progress of the investigation. If this is the case, a full response will be sent within five days of a conclusion being reached.

All complaints are taken seriously.  Your comments and feedback are extremely valuable; these assist us to continually assess the patient experience we are providing and enable us to make any necessary changes to improve our patients’ care.

If you feel that your complaint has not been handled correctly, or you are not satisfied with the response to your complaint, you have the right to contact our regulator, the Human Fertilisation and Embryology Authority (HFEA). The HFEA will investigate any complaint which suggests that a clinic has failed to keep to their licence conditions. 

 Their details are as follows:

• hfea.gov.uk/contact-us/making-a-complaint-about-a-fertility-clinic
• enquiriesteam@hfea.gov.uk

NHS funded patients are also able to contact The Parliamentary and Health Service Ombudsman.  Their details are below:

• Millbank Tower, Millbank, London, SW1P 4QP
• ombudsman.org.uk/making-complaint

NHS funded patients also have access to the Commissioner’s Patient Experience Team.  Contact details for the Humber & North Yorkshire ICB can be found below:

• Email: hnyicb.experience@nhs.net
• In writing to : The Experience Team, Humber and North Yorkshire ICB, Health Place, Wrawby Road, Brigg. DN20 8GS
• By telephone: 01482 957750

Access to your patient records:

All patients have the right to access their patient records. If you require a copy of your records, an application should be made by emailing enquiries@hullfertility.co.uk.

Page Last Modified: 30th June 2025