How To Complain
We recognise that there may be occasions when you have concerns you wish to bring to our attention. We welcome your views and aim to resolve any matters with you as soon as possible. Our Complaints Officer will be able to assist you in making your complaint. In the event that you are not happy with the initial response, any concerns should be brought to the attention of one of the Directors.
Our open Complaints Procedure aims to:
- Help you complain without fear that your current or future care will be affected
- Respect your confidentiality
- Investigate thoroughly all complaints we receive with a view to satisfying you
- Provide a timely, verbal and/or written response within twenty working days of receiving your complaint. Or, we will send a letter advising you of the reason for any unavoidable delay.
How can I make my Comments or Complaints known?
Semovo has a complaints procedure, which assists donors and staff with their complaints.
We wish to deal with your concerns positively and use them to improve the provision of our service. It helps everyone if complaints are made as quickly as possible, preferably at the time of the incident. You should make your complaint known within six months from when you became aware that there was a need to complain.
If you would like to discuss your complaint with a member of staff, please do so. They will be able to deal with the matter for you.
If you wish, you may discuss your complaint with someone who is not directly involved in the matter. Arrangements can be made for you to discuss your complaint with the Complaints Officer. You may put your complaint in writing and send it by email to:
Should you feel unable to complain to the Complaints Officer, then someone else of at least equivalent seniority will be available to deal with your complaint.
How we will investigate your complaint
The Complaints Officer will be available to respond to complaints where you do not wish to raise your concerns with those directly involved with your care.
You will receive a full written explanation to your complaint. Even if you have had a meeting to discuss the matter, we will still respond to you in writing. The letter will provide details of the investigation, its findings and any action taken to improve our services as a result of your complaint.
Should you not be satisfied with the response to your complaint, you have the right to contact the Human Fertilisation and Embryology Authority. Their details are as follows:
Human Fertilisation & Embryology Authority, 10 Spring Gardens, London SW1A 2BU
Tel. 020 7291 8200 | www.hfea.gov.uk