Feedback and Complaints

The Centre for Reproductive Immunology and Pregnancy (CRP) is committed to upholding the values set out in our mission statement. As part of our philosophy we want our patients to have the best experience possible. To help us do so we need your feedback.  Our staff are committed to supporting you on your journey in achieving a pregnancy and having a baby. It is acknowledged that things do not always work out and you should expect to be treated with sensitivity and respect.

However, if you feel that we could have done better and when there has been cause for complaint, it is important to acknowledge this. We will endeavour to act on and make changes to what we do by learning from your feedback. We will investigate the concerns raised in your complaint and respond to you, in writing as soon as a full investigation has been done.

The following information signposts you on how to make a complaint:  

In the first instance, if you are unhappy with any aspect of your care please speak to any staff member and dependent on the complaint will endeavour to put things right straightaway.

If this cannot be done, or you remain dissatisfied, the Practice Manager will be happy to speak or meet with you to resolve your concerns.

If you wish to express your concern or complaint in writing, please contact:
The Practice Manager
Bramshott House
137-139 High Street
Epsom
Surrey
KT 19 8EH

Email: mairead@crpclinic.co.uk

The Practice Manager will acknowledge receipt of the complaint in writing within 3 working days. If you submit a complaint via email we will treat your complaint in the same way as we would a written complaint. A full investigation will ensue and a written response given within 20 working days of receipt of the complaint (or if the investigation is still in progress, within 5 working days of a conclusion being reached).

All complaints are taken seriously and are handled openly and honestly in a bid to be fair to all concerned and to conclude matters to the satisfaction of all parties as soon as possible.

If you are not happy with the response you may take this up with the Practice Manager who will try to explain our response further. The Practice Manager may seek advice from another professional source such as an Independent Consultant, in situations where the complaint relates to the Company Director. Should you wish to escalate your complaint in this way you must do so within six months of the final response to your complaint from the CRP clinic.  

We would want to come to an amicable resolution but if you remain dissatisfied having exhausted the company’s local complaints procedure you can request an Independent external review. The procedure is for you to write to the ISCAS Secretariat to request a stage three investigation at:

Independent Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU

Tel: 0207 536 6091
Email: info@iscas.org.uk

Web: www.iscas.org.uk

The External Adjudication Secretariat will then communicate with you to outline the procedure that they will follow in the investigation of your complaint.