Complaints and Reporting Concerns Policy

Make a report

Use the MidwifePlus reporting form or email contact@midwifeplus.com. You can also write to the address below. If you cannot use email or the form, call 020 3488 1681 during enquiry hours when the line is available. You can ask for an adjustment or alternative format.

Tell us briefly what happened, give a relevant page or listing link and tell us how to reply. Share only what we need to understand the issue. Please leave out patient records and unnecessary sensitive details. We can arrange a secure way to share more if needed. An authorised representative can report for someone else. We can also consider a report without contact details, though it may limit our investigation or ability to reply.

Concerns about independent providers

Use the reporting link on a listing for concerns about its accuracy, evidence or suitability for publication. The provider is responsible for complaints about its own services. You can also contact the relevant regulator or authority. MidwifePlus can review the listing and take appropriate publication action.

For non-emergency concerns about a child or adult at risk, contact the relevant local authority safeguarding service or the police as appropriate. Report a safeguarding concern about a listing to MidwifePlus as well. Safeguarding action is handled separately from the ordinary complaint timetable.

Shop orders and product safety

For orders, returns, refunds or product safety, use the MidwifePlus Shop contact form. Include your order number if you have it. The Shop’s contact page also lists its customer service email and telephone number.

If you think a product may be unsafe, stop using it, seek medical help if needed and tell the Shop promptly. Product safety reports are assessed separately from ordinary response targets. If a consumer dispute remains unresolved, we provide information about an appropriate dispute resolution provider where the law requires it.

What happens next

We assess urgency and assign the report to the appropriate team. We aim to give an initial response to main-site complaints within two working days and to acknowledge Shop complaints within five working days. We aim to give a reasoned response within ten working days. If we need more time, we explain why and give an expected response date. Working days exclude weekends and public holidays in England.

We consider relevant information fairly and may correct material, investigate a listing, offer an appropriate remedy or refer a concern. We explain the outcome as far as we can while respecting confidentiality and safeguarding duties.

Request an internal review

Email contact@midwifeplus.com with your reference and what you think was overlooked. Where practicable, someone who did not make the original decision reviews it. We aim to acknowledge the request within five working days and respond within fifteen working days. Organisations seeking reconsideration of a listing decision should follow the separate process in their decision notice and Listing Agreement. You can still use applicable external complaint or legal routes.

Privacy complaints and records

Make a privacy complaint online or email contact@midwifeplus.com. We investigate without undue delay and acknowledge privacy complaints within the applicable statutory 30-day period. Requests to exercise a privacy right have their own time limits. You can also contact the Information Commissioner’s Office.

We limit access to complaint records and retain them under our Privacy Notice. We share necessary information only where lawful and appropriate. We may retain information longer for a legal duty, safety investigation or active claim.