Complaints policy

Complaints Procedure

At Moorgate Medical Andrology Limited, we aim to provide a professional and efficient administrative service. If something has not met your expectations, we want to hear from you.

Our Role

Moorgate Andrology is a non-clinical introducer and administrative coordinator.

We do not:

• Provide medical advice
• Diagnose conditions
• Perform procedures
• Make clinical decisions

All medical care is provided by your independent, GMC-registered Doctor, who is solely responsible for clinical decisions, treatment, and aftercare.

What We Can Help With

We can review concerns about:

• Booking and scheduling
• Payments and invoices
• Cancellation or rescheduling policies
• Communication from our administrative team
• Coordination of facilities

Clinical Concerns

If your concern relates to:

• Medical advice
• Surgical technique
• Risks or consent
• Complications or outcomes
• Aftercare

You will need to raise your concern with your treating Doctor, as they are independently responsible for all clinical care.

If you wish to do so, we can arrange and book an appointment with the Doctor on your behalf so that you can discuss your concerns directly.

How to Make a Complaint

Please submit your complaint in writing:

Email: support@mmspatientservices.co.uk

Include:

• Your full name
• Date of treatment (if applicable)
• A brief description of your concern

We will:

• Acknowledge your complaint within 3 working days
• Aim to provide a full response within 28 working days

Refunds & Dissatisfaction

Refunds are governed by our Terms & Conditions and cancellation policy.

Please note that dissatisfaction with a clinical outcome does not automatically entitle a patient to a refund.

We are committed to handling all complaints fairly, respectfully, and in accordance with UK law.