How to Complain About Maternity Care - A Step-by-Step Guide for Families

Why you might want to complain

If your maternity care didn’t go as expected — perhaps you felt ignored during labour, weren’t told what was happening, or were left with unanswered questions — you’re not alone.

Many families across the UK have concerns about the standard of their maternity care. Some want to prevent it from happening to others. Others simply need clarity or closure.

Making a complaint isn’t about blame. It’s about understanding your experience, giving feedback, and ensuring lessons are learned. For some families, it’s also a step toward healing after a difficult birth.

(For more background, see Birthrights: Making a Complaint Factsheet).

Understanding your rights under the NHS

Under the NHS Constitution, every patient has the right to:

• Complain about their care without it affecting future treatment.

• Receive a response explaining what happened and what will change.

• Be treated with respect throughout the process.

You can complain about any part of your maternity care — antenatal, labour, birth, or postnatal — whether it happened in hospital, at home, or with a community midwife.

If your complaint is about private maternity care, the same principles apply, but you’ll need to contact the provider’s internal complaints department directly.

(See also: NHS England – How to Complain to the NHS).

When and how to raise a concern

Sometimes, a simple conversation can resolve an issue quickly. Before submitting a formal complaint, consider whether you want to start with informal feedback.

Option 1: Speak to the staff involved

You can raise your concerns directly with your midwife, consultant, or the head of midwifery. Many issues can be clarified immediately once communication improves.

Option 2: Contact PALS (Patient Advice and Liaison Service)

Each NHS Trust has a PALS office that helps families resolve issues informally. They can explain procedures, record concerns, and liaise with staff on your behalf.

Option 3: Make a formal complaint

If you’re not satisfied or want a written response, you can submit a formal complaint. This should usually be within 12 months of the event. Include clear details, dates, and what outcome you’re seeking.

(See Parliamentary and Health Service Ombudsman guidance for what to expect.)

How to write an effective maternity care complaint

Writing your complaint can feel daunting, especially after a distressing experience. A well-structured letter or email will make it easier for the NHS to investigate properly.

Here’s how to do it clearly and confidently.

Step-by-step guide:

1. Start with your details
   Include your full name, date of birth, hospital, and the dates of your maternity care.

2. Explain what happened
   Describe events in order. Be factual and clear — this isn’t about emotion, it’s about accuracy.

3. State why you’re unhappy
   What part of your care felt unsafe, dismissive, or below expected standards?

4. Include evidence
   Refer to your maternity notes, hospital letters, or discharge summaries.

5. Explain what you want to achieve
   Do you want an apology, an explanation, or assurance that things will change?

6. Be polite but firm
   Remember: you’re entitled to a fair review. Clear communication helps you get the answers you need.

Example opening paragraph:

“I am writing to raise concerns about the care I received during my labour at [Hospital Name] on [Date]. I felt my concerns about reduced foetal movement were not acted upon promptly, which caused significant distress for me and my family.”

What happens after you complain

Once you’ve submitted your complaint, the NHS Trust must:

1. Acknowledge your complaint within three working days.

2. Offer to discuss how the complaint will be handled and the timeline for a response.

3. Investigate your concerns, speaking with relevant staff.

4. Respond in writing, addressing each issue and explaining any actions taken.

If you’re unhappy with the response, you can escalate it to the Parliamentary and Health Service Ombudsman (PHSO) for an independent review.

Getting independent help before you submit your complaint

Sometimes, it’s hard to know whether your care actually fell below standard. That’s where independent support can make all the difference.

Eleanor Healer offers an Independent Maternity Care Review designed to help families understand what happened before deciding whether to complain or seek legal advice.

What Eleanor provides:

• An objective review of your maternity notes

• A clear, compassionate report in plain English

• Insight into whether your care met professional standards

• Guidance on how to frame your complaint effectively

This can save you time, emotional energy, and confusion — and ensure your complaint focuses on the issues that truly matter.

➡️ Learn more about Eleanor’s Independent Maternity Care Review Service

Helpful links

• Birthrights – Making a Complaint Factsheet

• NHS – How to Complain to the NHS

• Ombudsman – Making a Complaint
  
  Remember

It’s okay to ask questions. It’s okay to want answers. And it’s okay to seek help when you don’t know where to start.

Eleanor’s role isn’t to criticise your care team — it’s to help you understand your experience so you can make informed choices with confidence and compassion.

“When families feel heard and informed, healing can finally begin.”
— Eleanor Healer, Independent Midwifery Expert

Disclaimer: This article is for informational purposes only and does not constitute legal advice. If you’re considering a formal complaint or legal action, seek independent guidance.