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Complaints

Something gone wrong? Let’s get it sorted for you.

Make a complaint

Use the form below to make a complaint.

Are you making a complaint for yourself or for another person?

Which part of Yuno is your complaint about?

This helps us make sure your complaint reaches the right team. If your complaint covers more than one area, choose the one which you think is most important.

If you are not sure, choose any one.

My complaint is about:

Including self-test kits accessed via the Yuno website

Including telephone contact with the clinical service and making an appointment

Services that took place away from the clinic i.e. at an event, at school/university, in a community group session

Services that took place away from the clinic i.e. at a community event or venue

What is your complaint?

Be specific about when and where this took place as this will help with our investigation. 

If you are complaining on behalf of someone else, please do not include their personal details (e.g. their name).

Data consent

Yuno Sexual Health is a service delivered in partnership by several organisations, including SH:24, Brook, Brigstow and University Hospitals Bristol and Weston NHS Foundation Trust (UHBW). Investigating and resolving your complaint may require us to share the personal details you provided in this form with one or more of these organisations. To do this we need your consent.

Your consent is solely for the purpose of the complaint and will not be used for marketing. Personal data will be held and used in line with GDPR.

You can let Yuno know at any time that you would like to withdraw your consent. Your request will be reviewed in line with the privacy policy of the relevant Yuno partner organisation.

I consent to the details provided in this form being shared between Yuno partner organisations if necessary and to being contacted by the Yuno partner organisation(s) best placed to review and resolve my complaint.

Alternative ways to get in touch if you'd like to talk about a problem you've had with Yuno.

If you've had an issue with our online service or at-home test kits and you'd like to make a complaint, you can do so by email: complaints@sh24.org.uk or by post, at the address below.

SH:24
33 Soho Square
London
W1D 3QU

If, after discussing your complaint with us, you’re unhappy with how it’s been resolved, you can get in touch with the Care Quality Commission (CQC) an independent health and social care regulator.

If you'd like to make a complaint about the care you received in our clinics, you can:

  • phone us on 0117 342 1050. Leave a message with our answering service and one of our administrators will contact you within 2 working days to take the details of your enquiry.

  • write to us - send your complaint in writing to University Hospitals Bristol and Weston NHS Foundation Trust, PALS and Complaints Team, A206, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol, BS2 8HW.

  • email us at palsandcomplaints@uhbw.nhs.uk. You'll be sent an automated acknowledgement that your message has been received. One of the team will then be in touch to discuss your email in more detail.

If you’d like to make a complaint or provide other feedback about education sessions, outreach, professional training or other targeted services you received via the Health Promotion team for Yuno please let us know your thoughts online:

  • contact Yuno at Brook - young people’s health promotion and professional training

  • contact Brigstowe - people living with HIV and for those at risk of health inequalities

Do you need help with something else?

Find your local sexual health clinic

Find sexual health services near you

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