MIDWIFEPLUS COMPLAINTS AND FEEDBACK POLICY

1. Purpose

MidwifePlus values feedback from users and is committed to providing a professional, transparent, and user-friendly platform.

This Policy explains how feedback and complaints are managed and clarifies the role of MidwifePlus as a marketplace connecting clients with independent midwives.

2. Our Role

MidwifePlus is an online platform that introduces clients to independent registered midwives.

MidwifePlus:

• Does not provide healthcare services.
• Does not provide clinical advice or treatment.
• Does not employ midwives.
• Does not supervise or manage clinical care.
• Is not responsible for clinical decisions made by independent midwives.

All services advertised through the Platform are provided directly by independent midwives practising autonomously.

PART A – FEEDBACK

3. Feedback About the Platform

Users are encouraged to provide feedback about:

• Website functionality
• User experience
• Matching process
• Communication from MidwifePlus
• Suggestions for improvement

Feedback may be submitted through the Contact Us page or other designated channels.

4. Feedback About Midwives

Clients may choose to provide feedback regarding their experience with an independent midwife.

Feedback may be used to:

• Improve transparency
• Assist future users in making informed choices
• Support quality improvement of the Platform

MidwifePlus reserves the right to moderate, edit, remove, or decline feedback that is:

• Offensive
• Abusive
• Defamatory
• Misleading
• Unlawful
• Irrelevant

5. Nature of Feedback

Feedback submitted through the Platform:

• Is not a formal complaint.
• Is not a disciplinary process.
• Does not constitute a regulatory investigation.
• Does not determine professional misconduct.
• Does not determine negligence or liability.

MidwifePlus does not verify every statement contained within user feedback.

PART B – COMPLAINTS

6. Complaints About MidwifePlus

Complaints relating to the operation of the Platform may include:

• Technical issues
• Administrative errors
• Data protection concerns
• Communication issues
• Platform accessibility concerns

Such complaints may be submitted via the Contact Us page or by email.

MidwifePlus will aim to acknowledge complaints within five (5) working days and respond within twenty (20) working days where reasonably practicable.

7. Complaints About Independent Midwives

Where a complaint relates to:

• Clinical care
• Professional conduct
• Treatment decisions
• Advice given
• Record keeping
• Safeguarding concerns
• Service delivery

the complaint must be raised directly with the independent midwife concerned.

The Midwife is solely responsible for handling complaints relating to services they provide.

8. Matters Outside MidwifePlus’ Scope

MidwifePlus does not:

• Investigate clinical complaints.
• Determine professional misconduct.
• Adjudicate disputes between clients and midwives.
• Assess negligence claims.
• Determine liability for care provided.
• Provide clinical opinions regarding services delivered.

Accordingly, MidwifePlus may decline to investigate complaints that fall outside its role as a marketplace provider.

9. Escalation of Professional Concerns

If concerns regarding a midwife’s professional practice remain unresolved, clients may wish to seek advice from or contact an appropriate regulatory, statutory, or legal body.

Depending on the nature of the concern, this may include:

• The Midwife’s professional indemnity provider.
• The Midwife’s professional association.
• The Nursing and Midwifery Council (NMC).
• Other relevant authorities.

MidwifePlus does not determine whether such referrals are appropriate and cannot provide legal advice.

10. Safeguarding and Immediate Risks

If MidwifePlus becomes aware of information suggesting an immediate risk to the safety or wellbeing of a child, parent, family member, or vulnerable person, it reserves the right to take appropriate action, including:

• Suspending Platform access.
• Referring information to relevant authorities where legally required.
• Cooperating with lawful requests from regulators or statutory agencies.

Such action does not constitute an investigation or determination of fault.

11. Data Protection

Any information submitted as part of a complaint or feedback process will be handled in accordance with MidwifePlus’ Privacy Policy and applicable data protection legislation.

Users should avoid submitting unnecessary sensitive personal information unless directly relevant to their concern.

12. Policy Review

MidwifePlus reserves the right to amend this Policy from time to time.

The latest version will always be available on the Platform.

Contact Us

For complaints or feedback relating to the MidwifePlus Platform, please contact:

MidwifePlus Ltd
167-169 Great Portland Street, 5th Floor
London, W1W 5PF
United Kingdom

Or submit an enquiry through the Contact Us page on the MidwifePlus website.