Legal

Complaints

Last updated: 5 October 2026

[DRAFT: to be reviewed by Ayara and its legal adviser before launch. Text in square brackets needs confirming.]

We want every woman and family to feel heard. If something hasn’t gone right, please tell us so we can put it right and learn from it. Raising a concern will never affect the care you receive.

How to complain

Email [email protected] with “Complaint” in the subject, or tell any member of the team by WhatsApp and we’ll pass it on. Please include your name, what happened and when, and what you’d like us to do. Someone else can complain on your behalf with your permission.

What happens next

1. We’ll acknowledge your complaint within [3] working days.
2. [Name and role, for example the lead midwife] will look into it, which may include talking to you and the team involved.
3. We’ll send you a full written response within [20] working days. If it will take longer, we’ll tell you why and when to expect it.

If you’re not satisfied

[CONFIRM the right escalation route for Ayara’s registration status, for example the Parliamentary and Health Service Ombudsman, an independent adjudication service such as ISCAS, or the Care Quality Commission (CQC) for concerns about a registered provider.]

Concerns about an individual midwife or nurse’s fitness to practise can be raised with the Nursing and Midwifery Council (nmc.org.uk). Concerns about how we handle your personal data can be raised with the Information Commissioner’s Office (ico.org.uk).

Urgent concerns

If you’re worried about your safety or your baby’s right now, don’t wait for a complaint to be answered. Call 999 in an emergency, or contact your maternity unit, GP or NHS 111.