Complaints Policy

Milk Moments endeavors to provide the best possible service for you. However, sometimes you may feel that we have not met your needs. If you have any complaint or concern about the service you are entitled to ask for an explanation.

Complaints are dealt with in the first instance by Laura in conjunction with advice from her insurance (Holistic care). This procedure does not deal with matters of legal liability or compensation or regulation.

Laura will:
Listen to your complaint or concern.
Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
Improve the service however possible.

How to make your complaint

Any concerns can be raised initially directly during consultations or by email. If your problem is not resolved in this way and you wish to make a complaint, please do so as soon as possible.

Please make your complaint in writing to Laura by emailing connect@milkmoments.co.uk

Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive.

Whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your written consent.

What happens next?

Your complaint will be acknowledged by Milk Moments and a full response to you within the next 28 working days. During that time an investigation will seek to find out what has happened and whether there is any action that can be taken to put things right.

Milk Moments will:
Examine what has happened and what went wrong
Make it possible for you to discuss the problem face to face, if you would like this
Keep you informed of progress
Identify what we can do to make sure that problem does not happen again

Getting further help with your complaint

If you are unhappy with the outcome of your complaint you can seek further advice.

All International Board Certified Lactation Consultants (IBCLCs) are accredited by the International Board of Lactation Consultant Examiners (IBLCE) which is the governing and regulatory body for IBCLCs. Lactation Consultants of Great Britain (LCGB) does not investigate complaints against IBCLCs and does not make judgements about individual IBCLCs. Complaints about an IBCLC should be addressed to IBLCE. View the IBLCE complaints process by accessing http://iblce.org/resources/disciplinary-procedures and complete a complaint form there.