Complaints Policy

We want to ensure that your experience at the Agora is pleasant and professional at all times. If you are not entirely satisfied with any aspect of your time and / or treatment here, we would like to know about it so that we can resolve any issues in a mutually beneficial way and as quickly as possible.

If you feel you need to make a complaint

  • In the first instance, please raise the complaint verbally with any available member of staff. She / he will, in turn, refer it on to the most senior member of staff on the premises at the time. Every effort will be made to attempt to resolve minor complaints at the time that they are made.
  • Alternatively, the complaint may be put in writing to the Operations Manager and emailed to or sent to the address below.
  • If further investigation is needed, a written acknowledgement will be sent to the complainant within two working days. A full response will then follow within five to twenty working days, dependent upon the nature of investigation required.
  • If we are unable to resolve your complaint, you may put your concerns in writing, without prejudice and at any stage of treatment, to the Care Quality Commission and / or the HFEA – address details shown below.

Human Fertilisation & Embryology Authority

20 Spring Gardens

Michele Gilling-Ulph

The Agora Clinic
Ellen Street

Care Quality Commission

National Correspondence
Citygate, Galloway
Newcastle-upon-Tyne NE1 4PA