Complaints procedure
If something has not met your expectations, you can raise a concern or make a complaint without affecting the support you receive. Laura will take it seriously, respond respectfully and use any learning to improve the service.
How to contact Laura
You can raise a concern informally first if you feel comfortable doing so. To make a formal complaint, email laura@mulberry-tree.co.uk and use “Complaint” in the subject line where possible.
Please include your name, preferred contact details, what happened and when, the points you would like addressed, and what you feel would help resolve the matter. If you need help making a complaint or a reasonable adjustment to communicate with Laura, please say so.
What happens next
Laura will acknowledge a formal complaint within three working days. She will review the relevant information fairly and may contact you for clarification. She aims to provide a full written response within 20 working days. If the review takes longer, she will explain why and keep you updated.
The response will normally address your main points, explain the outcome and any proposed action, and give further options if you remain dissatisfied. You can reply to explain which points remain unresolved. Where relevant, Laura will provide information about an independent or professional route.
Privacy and urgent concerns
Complaint information is handled confidentially and kept securely in line with the privacy notice. This procedure is not an emergency service. If you or your baby needs urgent medical help, use the appropriate NHS or emergency service.