BIRTH, BODY + BEYOND CLUB
COMPLAINTS PROCEDURE
The Alternative Midwife × With Woman Clinic
Effective from: 1st Oct 2026
Our approach
We want Birth, Body + Beyond Club (“BBB”) to feel safe, respectful and professionally delivered. If something has not felt right, we would like to know. Raising a concern will not affect the care, support or respect you receive from us.
We aim to respond to complaints openly, fairly and without defensiveness, and to use feedback to improve the service where appropriate.
How to raise a concern
You can raise a concern informally with Gemma or Niki, or make a formal complaint in writing.
BBB complaints email: admin@birthbodybeyondclub.com
Please include your name, the programme or service involved, what happened, and what you would like us to consider or resolve. If writing is difficult or inaccessible for you, please contact us and we will agree another reasonable way for you to make your complaint.
What happens next
We will aim to acknowledge a formal complaint within 5 working days.
We will review the concern, speak with the relevant person or people where necessary, and may contact you if we need further information.
We aim to provide a full response within 20 working days. If the matter is complex or we need longer, we will tell you why and give you an updated timeframe.
Our response may include an explanation, an apology where appropriate, steps taken to resolve the issue, and any changes we intend to make as a result.
Who will handle the complaint?
Where the complaint concerns BBB generally, Gemma and Niki will normally review it together.
If the complaint concerns one of us personally, the other may take the lead in receiving and coordinating the complaint where appropriate, so that the process is as fair as possible.
Where a complaint relates specifically to professional care or advice provided by Gemma through The Alternative Midwife or by Niki through With Woman Clinic, it may also need to be handled under that practitioner’s own professional complaints process, insurance arrangements or regulatory requirements. We will explain this to you if it applies.
Confidentiality and your information
Complaints will be handled sensitively and information will only be shared with people who reasonably need it to investigate or respond to the concern, or where sharing is required by law, safeguarding obligations, professional regulation or insurance requirements.
Records relating to complaints will be handled in accordance with the BBB Privacy Policy and applicable data protection law.
If you remain unhappy
If you are unhappy with our response, please tell us what you feel remains unresolved. Where appropriate, we may suggest an independent discussion, mediation, professional body, regulator or other external route relevant to the nature of the complaint.
If your concern relates to how we have handled your personal information, you also have the right to raise a complaint with the Information Commissioner’s Office.
Nothing in this procedure removes any legal, consumer or regulatory rights available to you.
Safeguarding or urgent safety concerns
This complaints process is not intended for an immediate medical emergency or urgent safety issue. If you or your baby require urgent medical help, contact the appropriate maternity, NHS or emergency service.
Where a concern raises a safeguarding or serious professional safety issue, BBB may need to act immediately rather than wait for the normal complaints process to conclude.
Contact
Birth, Body + Beyond Club
Gemma Clifford / The Alternative Midwife
Niki Finney / With Woman Clinic
Email: admin@birthbodybeyondclub.com
Website: www.birthbodybeyond.com
This procedure should be reviewed alongside the BBB Terms & Conditions and Privacy Policy.