Access Fertility

24 September 2026

Hi Kiana Thank you for your feedback and we apologise for any confusion during your experience. We always try to meet the highest standards possible for our patients and we are sorry if we fell short on this occasion. We operate under clearly defined terms and conditions which are designed to be as transparent as possible. Our Refund Programmes offer a refund of the fee if patients do not have a baby after completing the programme. On a 100% programme that costs £12,000 that would mean a full refund of £12,000 if you do not have a baby. The situation you set out is a withdrawal: a patient opting to leave the programme prior to completing all treatment. This can be done for any reason and at any time and we place no restrictions on withdrawing. In the case of a withdrawal we try to be as fair as possible. The patient receives the full programme fee minus the costs of treatment already received. For example, if a patient paid £15,000 for a programme and the cost at the clinic is £10,000 for treatment received, the patient would receive £5,000 back. We believe this approach is the fairest available: patients can withdraw at any point and we return all money to them that has not been used to pay for treatment. We regularly assess feedback like yours to ensure our communication and contracts are as clear and fair as possible. While we regret that you remain unhappy with the outcome, please know that our priority is always to treat patients with transparency and care, Access Fertility

15 September 2026

Hi, Thank you for taking the time to share your feedback. We are sorry to learn that the call with our fertility nurse did not meet your expectations. Our free telephone consultations are intended to provide clear and accurate information about Access Fertility programmes. As age and AMH levels can affect programme eligibility, these factors may need to be discussed to explain which programmes could be available. We recognise that these can be sensitive topics and appreciate you sharing how the conversation made you feel. We respect your decision not to proceed with Access Fertility and wish you all the very best with your future treatment. Access Fertility

17 July 2026

Hi Alexandra, Thank you for taking the time to share your feedback. We are sorry to hear that you remain disappointed with your experience. We appreciate that receiving an unexpected invoice during fertility treatment can be upsetting. As discussed throughout our correspondence, we carefully reviewed your complaint and the terms of your agreement. While monitoring scans are included as part of a completed frozen embryo transfer cycle, the agreement also explains that the costs associated with a cancelled frozen cycle are not included within the programme. Whilst we remain satisfied that the programme terms were applied correctly, we appreciate you sharing your perspective. Although we recognise this was not the outcome you were hoping for, we thank you for raising your concerns and wish you all the very best for your future treatment. Access Fertility

18 May 2026

Thanks for your feedback. We are sorry to hear that your experience did not meet your expectations. However, based on what you have submitted we unfortunately cannot trace your patient record or history of any contact that you’ve had with Access Fertility. We would be more than happy to look into this further for you if you provide us your details. You can email us at support@accessfertility.co.uk or give us a call on 03300 10 20 40.

16 October 2023

Hi Sara, Thank you for your feedback. We are sorry to hear that you were upset after receiving a call from our team. It is standard practice for us to contact patients who we have not heard from in a while. We are obliged to get in touch with patients to keep them informed of all of their possible options. However, patient feedback is very important to us as we are always looking for ways to improve our customer service and practices. Your feedback has been passed on to our senior team and will be taken into consideration for the future.