How to make a complaint
If you would like to make a complaint about any aspect of the service or care you have received, there are a number of ways to do so:
- Client questionnaire
- Call us
- Write to us
- Contact your local CCG or NHS England
This will be given to you before leaving our centre or clinic.
Please call 0345 300 80 90 and let us know that you wish to make a complaint.
Your call will be transferred to the treatment centre within working hours to speak with the Manager or a Supervisor. A record will be made of your complaint and the Manager or Supervisor will investigate with the team members concerned.
Depending on the nature of the complaint you may be asked to put this in writing, for ease of investigation. If your complaint cannot be resolved at the time of the initial telephone call you will be contacted either by telephone, or in writing, once the investigation has been completed.
Write to us
Your complaint will be handled by the Head of Customer and Quality Services, who will begin an investigation with the relevant centre or clinic Manager. A written response will be sent to you. We aim to respond within 20 working days.
Please address your letter to:
Head of Quality and Customer Services
Marie Stopes UK
1 Conway Street
London, W1T 6LP
Alternatively, you can send an email to: firstname.lastname@example.org
If you are not satisfied with the response you receive, you can appeal within 20 working days of the final written response sent to you. All case notes will be reviewed and we will send you a response.