IVF London Elstree Road, Elstree, Borehamwood WD6 3BS

"Initially we went in to make enquiries we were made to feel so comfortable that we were booking the next appointment then and there. Our experience was nothing but positive and we found that it made the treatment even more special as we got to know the staff. Our son will always know the staff as his family that helped mummy and daddy have their dream."

"We had 2 rounds of IVF with IVF London. In the first round, we were happy with the service they provided. The staff were very helpful, especially the nurses and we felt looked after. But the 2nd round was a completely different story and from the experience we had which was unsatisfactory, we would NOT recommend their services. Throughout the 2nd round there were a number of complaints we had to make. These are just a few … • We were threatened with our treatment being stopped - 2 days before egg collection, I got a phone call from IVF London saying that we had an outstanding invoice that needed to be paid. The invoice was for a missed cycle in Dec, but we only received it the day before this call in February. I said I was in the middle of something at work and that I would call back this afternoon to pay it. They responded by saying “We cannot proceed with your treatment until the invoice is paid”. This was quite upsetting, as there was no reason why we wouldn’t have paid. We had already invested a lot of money in the entire process upfront. This invoice was minimal in the scheme of things. • Lack of communication at vital stages of treatment, where they were meant to call with results and didn’t. We were having to constantly chase & we felt like they had forgotten about us. This was in the blastocyst stages & with the genetic testing results. o Blastocyst results - We didn’t receive a call on day 5 of the blastocyst. I only realised at the end of the day when the clinic was closed. I called the next day (day 6) to ask where we were & they assumed I had an update on day 5, at which time I said no one called us. This wasn’t acknowledged and they didn’t apologise. o Genetic testing results - We were told we would get a call within 2 weeks with the genetic test results. We were on tenterhooks for those 2 weeks waiting for the results. We didn’t hear anything for 17 days. I rang the clinic. I was told that our embryologist was on holiday. I asked if there were any results, but I was told I would have to wait until she returned from holiday the next day, as she was the only person who would speak to the lab and she would call me tomorrow. I waited until 3pm the next day. After hearing nothing, I called the clinic again and got the answering machine. I left a message and was called straight back and told that the machines in the lab had broken down and had been broken for the last 2 weeks. The lab hadn’t informed IVF London of this apparently. And that the machines were being fixed this week and we would hear back next week. We found it hard to believe that they weren’t waiting on other results and only found out after we had chased them. As a private clinic, we expected a good level of communication, sensitivity and support going through this difficult journey. We paid a lot of money for a private service and feel like it was totally unsatisfactory. The communication was very poor and we lost all faith in this clinic and service. It felt like we had been forgotten. The response we received to our formal complaint was completely disheartening and we interpreted this as them devaluing all of the points we had raised. We never complain about things, but we feel that we wouldn’t want anyone else to have to go through this when they are going through an extremely emotional roller coaster dealing with IVF in the first place. Looking back over some of their 5-star Google reviews, now look slightly dubious, especially when they have no comments and one was posted by a staff member."

"The team at IVF London have been so fantastic. Really personable, great bedside manner, and very supportive. They made everything so easy from start to finish. A special thank you to Dr Lisa and the whole nursing team for being so amazing. Thank you for everything!!"

"Our Journey with IVF London is an amazing one. We got to know about IVF London through a friend. At every phase they are thorough, professional , informative. Staff are very friendly and contactable at any time . IVF clinic has very good experienced consultants who correctly advised at every stage. Very special Thank you to Dr. Arati Rao for all the help with the excellent treatment and kind gesture to answer all our queries and taking our calls even during night time and weekends when we were concerned. Nursing team - Thank you very much for the the best service throughout. We always received all the necessary help from you and the best caring. Thank you IVF London for supporting us in this long journey."

"The whole treatment at IVF London from early consultation, procedures and advice after the treatment were fantastic and amazing. We can not express how incredibly and grateful we are to all of the team for what they have done and make us dream again of having the family we wanted for so many years. A special thank you to Dr. Lisa and Dr. Poonam who have always been exceptional, caring and going above and beyond what we expected and being excellent and attentive throughout. We are eternally grateful to everyone at the clinic and would highly recommend the fantastic team and staff."