Complaints

If something hasn’t been right, we want to know. Tell us, and we’ll put it right where we can and learn from it where we can’t.

SECTION 1 – Who this page is for

This is the complaints procedure for parents and families using BirthWorld services – our support groups, classes, teachers, private consultations, or any contact with our staff and accredited volunteer counsellors. 

The full grievance and complaint policy can be downloaded below. 

Policy

SECTION 2 – Step one: Talk to us

Most concerns are sorted fastest with a conversation. Raise it directly with the person involved or with their line manager. You are never making trouble by doing this – we would always rather hear it early.

If that feels uncomfortable, or the concern is about that person, skip straight to a formal complaint. You do not have to try informal resolution first.

 

 

SECTION 3 – Making a formal complaint

Put your complaint in writing using our complaint form, and send it by email or post.

 

Complaint form

SECTION 4 – What you can expect from us

Within 5 working days: we acknowledge your complaint.

Within 15 working days: you receive a written response with our findings and any actions we are taking. If the investigation genuinely needs longer, we will tell you why and when to expect our response.

Your complaint will be investigated fairly. The person your complaint concerns will be told about it and given the chance to respond. Information is shared only with those who need it to investigate and resolve the matter.

Raising a complaint in good faith will never be held against you or affect the support you receive from us.

 

 

SECTION 5 – If you’re not happy with the outcome

You can appeal in writing within 10 working days of receiving our response. Your appeal will be reviewed by a senior member of the organisation who was not involved in the original decision.

 

 

SECTION 6 – Our records

All complaints, and the actions we take in response, are recorded and retained in line with UK data protection legislation (Data Protection Act 2018, UK GDPR). We review complaints as part of how we improve our services.