Public Complaints Policy

Mother to Mother Limited

Company Number: 10989018

Registered Charity Number: 1180535

Last Updated: August 2026

1. Our Commitment

Mother to Mother is committed to providing a high standard of service and support. We welcome feedback and take complaints seriously. Complaints help us improve our services, strengthen our organisation and ensure that people who interact with us are treated fairly and respectfully.

2. Who Can Complain?

Anyone who has contact with Mother to Mother may make a complaint, including:

  • Beneficiaries and service users
  • Donors and supporters
  • Volunteers
  • Partner organisations
  • Members of the public

3. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

  • The services or support we provide
  • The behaviour of a member of staff, volunteer or trustee
  • How we have handled an enquiry or request
  • Our fundraising activities
  • Any action or decision taken by Mother to Mother

This policy does not cover safeguarding concerns, staff grievances, or matters that are subject to legal proceedings, which are dealt with under separate procedures.

 

4. How to Make a Complaint

Complaints can be made by email or in writing.

Email: office@mtom.org.uk

Please provide as much information as possible, including:

  • Your name and contact details
  • A description of your complaint
  • Relevant dates and details
  • Any documents or information that may help us investigate
  • The outcome you are seeking

Anonymous complaints will be considered where possible, although it may be more difficult to investigate them fully.

5. How We Will Handle Your Complaint

Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Investigation

We will review the information provided and investigate the matter fairly and confidentially. This may involve speaking with relevant staff, volunteers, trustees or other individuals involved.

Response

We aim to provide a full response within 20 working days of receiving your complaint.

If the matter is complex and requires more time, we will keep you informed of progress and provide an updated timescale.

6. If You Are Not Satisfied

If you are unhappy with our response, you may request a review of the complaint by a senior representative of the charity or a trustee not previously involved in the matter.

We will aim to provide a response to the review within 20 working days.

The decision following this review will be final.

7. Confidentiality and Data Protection

All complaints will be handled sensitively and in accordance with our Privacy Policy and applicable data protection legislation.

Information relating to a complaint will only be shared with those who need it in order to investigate and resolve the matter.

8. Learning and Improvement

We monitor complaints to help us learn, improve our services and strengthen the support we provide to mothers and families.

9. Fundraising and Data Protection Complaints

If your complaint relates to fundraising or the use of your personal information and you remain dissatisfied after completing our complaints process, you may contact the relevant regulator:

Information Commissioner's Office (ICO)

Website: https://ico.org.uk
Telephone: 0303 123 1113

Fundraising Regulator

Website: https://www.fundraisingregulator.org.uk

10. Review of this Policy

This policy will be reviewed periodically to ensure it remains effective and reflects good practice and legal requirements.