Complaints Policy

Mothers Matter C.I.C. is committed to providing a high standard of service to all. In the event that an individual wishes to make a complaint, we have established a clear complaints policy to ensure that all concerns are addressed promptly and effectively.

Individuals are encouraged to raise any issues they may have with our services or staff members directly with the management team. Our Project Coordinator will review the complaint and commence an investigation. All complaints will be taken seriously, investigated thoroughly, and resolved in a fair and transparent manner. We aim to learn from any feedback received and continuously improve our services to better meet the needs of our beneficiaries.

The complaints process at Mothers Matter C.I.C. is designed to be straightforward and transparent. Individuals who wish to make a complaint can do so by contacting the management team directly either in person or indirectly at: Mothers Matter C.I.C. Unit 2, Crown Buildings, Tonypandy, CF40 1QF, via phone: 01443 548590 or by email: info@mothersmatter.co.uk

Upon receiving a complaint, we will acknowledge it promptly and begin an investigation into the matter. The individual will be kept informed of the progress and any actions taken to address the complaint. Once the investigation is complete, we will provide a written response outlining our findings and any resolutions or actions taken. If the individual is not satisfied with the outcome, they may escalate the complaint to our CEO, progressing to Directors and then to our regulator. Throughout the process, confidentiality, respect, and professionalism will be maintained to ensure a fair and respectful resolution for all parties involved.