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Complaints Policy

Dedicated to providing personalised, compassionate midwifery care that honours the natural
process of birth while ensuring the highest standards of safety and support.

Complaint handling procedure

It is important to me that you are happy with the care you receive. However, I am aware that pregnancy, birth and the postnatal period can be an anxious time for you as a family, and sometimes the little things can mount up and spoil your experience if they are not addressed promptly.

If you are not completely happy with any element of the care you are receiving, I welcome you to speak directly to me as soon as possible. Often, small misunderstandings regarding appointment times, suggestions or advice, for example, can easily be rectified if our communication is open, kind and compassionate.

I will not be offended if you are honest and tell me any concerns you might have so I can try to fix any problem straight away and we can then all be happy going forward. 

When you raise a concern or complaint to me, I will listen to you, investigate it should this be necessary, review your notes, respond to you in writing and outline any remedy and actions that I am going to take. 

What is a complaint?

A complaint is any communication about my services where you are dissatisfied, and I need to investigate and formally respond. My complaints process covers all aspects relating to the content and quality of care you receive from me directly. It does not cover care received from other providers.

Complaints process
  • In all cases, a face-to-face consultation with you will be offered so that a thorough understanding of the concerns can be obtained.
  • A written response to acknowledge the complaint will be provided within 48 hours and a full response provided within 20 working days. Any delays in process will be formally communicated to the client giving a reason for the delay and a revised time frame.
  • Advice on managing the complaint will be sought from Leonie Bryan’s indemnifier.
  • A record of complaints is maintained so that any trends or recurring themes can be identified.
How to make a complaint

Please email your complaint to leonie@mothers-journey.co.uk.

You can telephone me to express your concerns. If you do so, I will collate your concerns in writing and send this to you asking you to verify I have understood correctly.
If you are complaining but you are not my client (for example you are the partner or relative) I will need the written permission of the client to verify the concerns are correct and they are happy for me to move forward. In all cases, the complaint response is sent to the client, and it is their choice who they share the response with. 

Other regulators and what they do

The Care Quality Commission (CQC) regulates Health and Social Care in England. It collects information about health care providers and may act if regulatory requirements are not met. However, it does not handle complaints or offer an arbitration service. https://www.cqc.org.uk

The NMC is UK and NMBI in Ireland are the regulators for Health Care professionals, and you may escalate concerns about the clinical practice of a midwife to them directly. 

Unresolved financial disputes should be logged with the small claims court.

Legal disputes should be logged with the police.

You have a right to seek independent legal advice.