Complaints Policy

• employees who have used the service;
• employer administrators;
• practitioners;
• family members or representatives of an employee (where the employee consents, or where the employee is unable to complain themselves).

• the quality of a session or piece of support;
• practitioner conduct;
• a delay, error, or failure in the service;
• a concern about how your data has been handled;
• something we have said or done that has upset, harmed, or worried you;
• anything else relating to Mothermind at Work.

The quickest way is to email hello@mothermind.io.

Please include, where you can:

• your name and contact details;
• whether you are an employee, employer, or someone else;
• what happened and when;
• how you'd like us to put things right (if you have a view).

You can also write to us at our registered office. If raising a complaint in writing is difficult for you, please let us know and we will find another way (phone, video, supported communication).

Acknowledgement (within 5 working days)

We will acknowledge your complaint in writing within 5 working days of receiving it. We will tell you who is handling it and the next steps.

Investigation

We will investigate fairly and proportionately. This may involve reviewing records and notes, speaking with practitioners or staff involved, and speaking with you to better understand the concern.

Substantive Response (within 28 days)

We aim to provide a full response within 28 days of receiving your complaint. If we need longer (for example, where the matter is complex or involves clinical review), we will tell you and explain why, and agree a new timeframe with you. Our response will summarise our understanding of the complaint, explain what we found, set out what we will do to put things right or improve, and tell you what to do if you remain unhappy.

Ask for a senior review

Email hello@mothermind.io and ask for the matter to be reviewed by a senior team member or director. We will respond within a further 28 days.

Escalate externally

• Data protection concerns - the Information Commissioner's Office (ICO): ico.org.uk or 0303 123 1113.
• Practitioner conduct or professional standards - the relevant professional regulator: Nursing and Midwifery Council (NMC, nmc.org.uk); Health and Care Professions Council (HCPC, hcpc-uk.org); British Association for Counselling and Psychotherapy (BACP, bacp.co.uk).
• Safeguarding concerns - local authority safeguarding teams or the police.

You retain all other legal remedies available to you.

We treat complaints confidentially within the team handling them. We may need to share information with relevant practitioners or regulators where this is necessary to investigate or respond. We record complaints in line with our retention schedule (see Privacy Notice).

No employee or practitioner will be treated unfavourably for raising a genuine complaint or for supporting someone else to raise one. Vexatious or repeated complaints made in bad faith may be handled differently.

We accept anonymous complaints and will investigate where we are able. However, anonymity may limit how much we can do - we cannot respond to you, ask follow-up questions, or update you on our findings.

This Policy is reviewed annually.