Complaints and Feedback Policy

Version 3 – February 2026

1. Policy Statement

Hormone Health is committed to providing high-quality, safe and compassionate care. We welcome feedback from patients and service users as it helps us to improve our services.

If something does not meet your expectations, we want to know about it. We aim to ensure that all concerns and complaints are:

  • Taken seriously
  • Investigated thoroughly and fairly
  • Responded to promptly
  • Used to improve our services
  • Managed without prejudice to your ongoing care

We are committed to ensuring our complaints process is accessible to all patients, regardless of race, disability, language, religion or belief, gender, sexual orientation or age.

2. Giving Feedback or Raising a Concern

We encourage patients to raise concerns as soon as possible so that they can be resolved quickly.

Many concerns can be resolved quickly by speaking directly with a member of our team.

If you would prefer to raise your concern formally, please contact us in writing.

3. How to Make a Formal Complaint

Complaints should be made within 12 months of the event (or within 12 months of becoming aware of the issue).

You can contact us via:

Email: info@hormonehealth.co.uk
Telephone: 0808 196 1901
Website: https://hormonehealth.co.uk

Postal address:

Hormone Health
OneWelbeck
1 Welbeck Street
London
W1G 0AR

If you are complaining on behalf of someone else, we will require written consent from the patient.

4. Our Complaints Process

Step 1 – Acknowledgement
We will acknowledge your complaint within 2 working days.

We may contact you to clarify the details of your complaint and understand the outcome you are seeking.

Step 2 – Investigation
A thorough investigation will be undertaken. This may include reviewing medical records, obtaining written statements, and reviewing internal processes.

If your complaint relates to clinical care, the relevant clinician will be involved in the review.

Where the complaint relates to services provided within OneWelbeck facilities, we may liaise with the appropriate OneWelbeck team where necessary.

Step 3 – Response
We aim to provide a full written response within 20 working days.

If the investigation requires more time, we will update you every 20 working days until a full response can be provided.

Our response will:

  • Address each issue raised
  • Provide an explanation of findings
  • Apologise where appropriate
  • Outline any lessons learned or improvements made

Responses will be sent securely via email (PDF format) or by post marked ‘Private & Confidential’, according to your preference.

5. If You Are Not Satisfied

If you are not satisfied with our response, you may request a further internal review. This review will be undertaken by a senior member of the Hormone Health management team who has not been directly involved in the original investigation.

If your complaint relates to facilities or services provided within OneWelbeck, and you remain dissatisfied following our response, you may also raise your concerns directly with OneWelbeck.

If you remain dissatisfied after our internal review, you may contact the Care Quality Commission (CQC). The CQC regulates independent healthcare services in England. Please note that the CQC does not investigate individual complaints but uses information from patients to monitor and regulate services.

Care Quality Commission (CQC)
Website: https://www.cqc.org.uk
Telephone: 03000 616161

If your complaint concerns the professional conduct of a clinician, you may also contact the relevant professional regulator (for example, the General Medical Council for doctors or the Nursing and Midwifery Council for nurses). We will provide contact details for the appropriate regulator on request.

6. Learning from Complaints

All complaints are logged securely, reviewed by senior management, and used to identify trends and service improvements.

Where a complaint is upheld or partially upheld, appropriate corrective or preventative actions will be implemented.

7. Equality and Accessibility

We are committed to ensuring that our complaints procedure is accessible to all. If you require this policy in an alternative format, or require assistance in making a complaint, please let us know.

8. Confidentiality

All complaints will be handled in accordance with Data Protection legislation, UK GDPR, and our Confidentiality and Information Governance policies.

Complaint records are stored separately from medical records unless clinically relevant.

9. Monitoring and Review

This policy will be reviewed annually or sooner if regulatory requirements change.

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