We’re here to listen

At Manchester Fertility, we are committed to exceptional care and support. If you feel something could have been handled better during your experience with us, we genuinely want to hear from you. Your feedback helps us understand where improvements can be made and ensures we continue to provide the highest standard of care.

If you have a concern

If any part of your experience didn’t meet expectations, we’re sorry, and we want to resolve it as soon as possible.

Step one: Please speak first with your Donor Programme Coordinator, who will listen and do their best to help.

Step two: If you feel your query hasn’t been fully resolved after speaking with your Donor Programme Coordinator, you can escalate it to one of our Team Managers, who will review the matter and explain any findings or actions taken.

Step three: If your concerns have not been fully resolved or you’d prefer to share your concerns in writing, please complete our Patient Feedback and Complaints Form.

All complaints are handled by our Complaints Team with care, professionalism, and complete confidentiality.

When contacting us, please include, where possible:

• The date of your visit or treatment
• The team or area involved
• The names or roles of any staff (if known)
• A short summary of your concern
• Any further details you feel are relevant

After we receive your complaint:

• We will acknowledge receipt within three working days
• We aim to provide a full response within 20 working days
• If more time is needed, we will keep you updated on progress and expected timeframes

In some cases, we may suggest meeting with you to discuss your concerns and work towards a resolution together.

Step four: Should you not be satisfied with the response at step three, you have the right to contact any of the below:

ISCAS - Independent Sector Complaints Adjudication Service
Tel. 0207 536 6091 | https://iscas.cedr.com

Care Quality Commission (CQC)
Tel: 03000 616161 | www.cqc.org.uk

Human Fertilisation & Embryology Authority (HFEA)
Tel: 020 7291 8200 | www.hfea.gov.uk

(Please note: these organisations do not investigate individual complaints but monitor standards of care within fertility services.)