Cancellations & Complaints

We understand that there may be times when you need to cancel an appointment. Cancellations can be made by telephone or email. If cancellation is necessary, we ask that you contact us at least 24 hours in advance. Appointments are in high demand, and your advance notice will allow another patient to access the appointment.

You must keep us updated of any changes to your contact details, as Genetic Experts will correspond with you using your last known contact information. We will regard notices as served on you on the third working day after we post a letter to you or send an email.

We are committed to providing a high-quality independent healthcare service to all our patients. We are extremely proud of the service we offer and are disappointed if your experience has not met expectations. We recognise that sometimes things may go wrong and, if this is the case, we want to know about it as quickly as possible so that we can try to resolve your concerns.

We would like to assure you that Genetic Experts will deal with all complaints respectfully and confidentially. Patients and their relatives will never be discriminated against or have their care compromised as a result of raising a complaint. By listening to our patients and regularly reviewing complaints data, we will consider making changes to improve and enhance the quality of the services we offer.

If you wish to discuss any aspect of your care, raise a concern, or make a complaint, we kindly ask that you bring this to our attention as soon as possible. We will be happy to assist you with the process and will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you can make a formal complaint by emailing the Clinical Director at vickikiesel@geneticexperts.co.uk.