Complaints & Grievance Redressal Policy
Effective Date: 23 September 2026
At London IVF Centre, we are committed to providing safe, ethical, respectful, and patient-centred fertility care. We value feedback from our patients and their families and encourage anyone who has a concern about our services to bring it to our attention. We have established a grievance redressal mechanism to ensure that complaints are received, reviewed, and addressed in a fair, transparent, and timely manner.
1. Purpose of This Policy
This policy explains how patients, prospective patients, attendants, or other individuals may raise a complaint or concern regarding our services. Complaints may relate to matters including:
- Medical or clinical services
- Patient care and communication
- Appointment or administrative services
- Billing or payment-related concerns
- Waiting times or service delays
- Privacy or confidentiality concerns
- Staff conduct or behaviour
- Facilities and patient experience
- Fertility treatment-related concerns
- Any other matter relating to the services provided by London IVF Centre
2. Our Commitment
We aim to:
- Listen to complaints respectfully and without discrimination.
- Treat complaints confidentially, subject to applicable legal requirements.
- Review complaints objectively and fairly.
- Investigate concerns appropriately.
- Take corrective or preventive action where necessary.
- Communicate the outcome to the complainant, where appropriate.
- Use feedback to improve our services and patient experience.
Our grievance mechanism is intended to support patients and does not prevent any person from exercising rights or pursuing remedies available under applicable law.
3. How to Submit a Complaint
A complaint may be submitted through any of the following channels:
In Person
You may submit your complaint to the reception or designated grievance representative at London IVF Centre.
In Writing
Written complaints may be submitted at the clinic or addressed to the clinic's designated grievance officer.
Complaints may be submitted through the official contact email address published on the London IVF Centre website.
Telephone
You may contact the clinic through the official telephone number published on our website and request that your concern be directed to the appropriate person.
For complaints relating to medical treatment, we encourage patients to provide sufficient details to enable the clinic to review the matter properly.
4. Information to Include in a Complaint
Where possible, please provide:
- Your full name
- Contact details
- Patient or appointment reference, if applicable
- Date and approximate time of the incident
- Details of the concern or complaint
- Names of relevant staff members, if known
- Supporting documents or information, where available
- The outcome or resolution you are seeking, if applicable
You should not include unnecessary sensitive medical information when submitting a complaint through a general communication channel.
5. Acknowledgement of Complaints
We will make reasonable efforts to acknowledge receipt of a complaint within 3 working days, where contact details have been provided.
If additional information is required, we may contact the complainant for clarification.
6. Review and Investigation
Depending on the nature and seriousness of the complaint, it may be reviewed by the appropriate member of the clinic's management, medical, administrative, or grievance team. Where necessary, relevant records may be reviewed and appropriate personnel may be consulted. Complaints involving clinical care will be reviewed with appropriate clinical oversight.
7. Resolution
We aim to resolve complaints as promptly as reasonably possible.
Where an investigation requires additional time because of the complexity of the matter, the complainant may be informed that additional time is required..
Once the review is completed, the clinic may communicate the outcome and any appropriate corrective or preventive measures, subject to patient confidentiality, privacy requirements, and other applicable legal restrictions.
8. Confidentiality
London IVF Centre recognizes that fertility and reproductive healthcare information is highly sensitive.
Information relating to a complaint will be handled confidentially and shared only with individuals who need access for the purpose of reviewing, investigating, resolving, or legally addressing the complaint.
Patient information will not be disclosed to unrelated third parties except where permitted or required by applicable law.
9. Anonymous Complaints
Anonymous complaints may be considered where sufficient information is provided to allow the matter to be reviewed. However, when a complainant does not provide contact details, we may be unable to request additional information or communicate the outcome of the review.
10. Complaints Made on Behalf of Another Person
For information about how London IVF Centre collects, uses, stores, and protects personal information, please refer to our Privacy Policy.
By continuing to use our website, you acknowledge this Cookie Policy. Where consent is required for non-essential cookies, we will seek your consent before using those cookies.
11. Urgent Medical Concerns
This complaints procedure should not be used for medical emergencies.
If you are experiencing an urgent or potentially life-threatening medical condition, please seek immediate medical attention through the appropriate emergency medical service or nearest emergency facility.
12. Protection from Retaliation
London IVF Centre aims to ensure that patients can raise genuine concerns without fear of unfair treatment or retaliation.
Submitting a complaint will not, by itself, affect a patient's right to receive appropriate healthcare services.
13. External Grievance and Regulatory Remedies
This internal complaints process does not prevent a complainant from approaching an appropriate statutory, regulatory, consumer, or other competent authority where permitted by applicable law.
The Assisted Reproductive Technology (Regulation) Act, 2021 specifically requires ART clinics and ART banks to maintain a grievance cell.
The applicable ART Rules also provide for a grievance-cell mechanism and prescribe procedures relating to complaints.
For complaints concerning matters falling within the jurisdiction of the National Medical Commission or other competent authorities, the relevant authority's prescribed grievance mechanism may also apply. The NMC provides a public grievance mechanism through its official channels.
14. Continuous Improvement
We consider patient feedback an important part of improving the quality, safety, and experience of our services.
Where appropriate, information arising from complaints may be used to identify opportunities for service improvement, staff training, patient communication, and quality improvement.
15. Changes to This Policy
London IVF Centre may update this Complaints & Grievance Redressal Policy from time to time to reflect changes in our services, procedures, or applicable legal and regulatory requirements. The latest version will be published on our website with the applicable effective date.
16. Contact Us
London IVF Centre
KGH Down Road, beside Indus Hospital,
Maharani Peta, Visakhapatnam,
Andhra Pradesh – 530002, India
Website: londonivfcentre.com
For a complaint, please clearly mention "Complaint / Grievance" in the subject line or request that your communication be directed to the clinic's designated grievance representative.
Last Updated: 22 September 2026