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Complaints Procedure

Complaints Procedure

We hope you do not need to complain about the RCM but if you do we will welcome your complaint, investigate and if appropriate try to improve as a result of it.

How to complain

If you know who at the RCM is responsible for the matter you want to complain about you should contact that person. Otherwise write to Dr Suzanne Tyler, Director (Services to Members), The Royal College of Midwives, 15 Mansfield Street, London W1G 9NH or email.

What will happen when you have complained?

One of the RCM’s executive directors will investigate and reply to your complaint. The executive directors areas follows.

NameDepartment

Professor Cathy Warwick, CBE

CEO

Chris Truman

Business Services

Suzanne Tyler

Services to Members

Jon Skewes

Policy, Employment Relations and Communications

Louise Silverton

Midwifery

 

 

 

 

 

 

 

 

The executive director will acknowledge your complaint and tell you when they plan to complete their investigation and send you a reply.

The executive director will investigate your complaint. This might include asking you for more information or meeting you to discuss the matter.

If it becomes apparent that the executive director isn't be able to send a final reply within the timescale agreed they will inform you of the progress of your complaint.

Response timelines

The RCM will:

  • acknowledgement your complaint within five working days
  • send you a formal written response within 21 days.

RCM response to your complaint

The executive director’s aim will be to establish whether there has been a failure by the RCM and explain the reasons for their conclusion. If you are not happy with the executive director’s response you might ask for it to be reviewed.

The person to write to is: Professor Cathy Warwick, The Royal College of Midwives, 15 Mansfield Street, London, W1G 9NH.

You can also email Cathy Warwick.

The CEO will consider whether the executive director’s response should be reviewed and will let you know her decision on your request for a review.