Doula UK Complaints Procedure

We have one because it . . .

enables us to protect the rights of mother and Doula
allows us to continuously assess and learn from our activities as Doulas
allows midwives and health care professionals a system to air any grievances or concerns
shows we are accountable
promotes a feeling of safety and trust
allows us to audit our membership and maintain good practice

How does it work?

Any individual or organisation who wishes to make a complaint about a Doula who is a member of the Doula UK network should make that complaint in writing to:

The Chair of Doula UK
PO Box 26678
London
N14 4WB
or email complaints@doula.org.uk

The complaint will be considered, in the first instance, by the Chair or Vice Chair of Doula UK’s voluntary board and reference may be also made to the Regional Representative of the area where the Doula is based. If the complaint concerns the Chair or Vice Chair of Doula UK, or relates to the network as a whole, it will be considered by the organisation’s Doula Council. All matters will be kept as confidential, discussed and documented purely by the agreed parties. However should the complaint be of a more serious nature i.e. assault or theft, then it will be referred to the broader committee and the Doula will be removed from our register pending investigation. The complaint will be formally investigated with liaison between the complainant, the Doula/s involved and the regional representative for the area where the Doula/s is/are based. A decision will be made within one month and will be communicated to all who have been involved in the complaint process (including the Board or Doula Council of Doula UK as appropriate).

Notes for Doulas

if you are aware of an issue you should discuss it with your Regional Representative. If a Rep is not available in your area, please contact your closest one or the Chair or Vice Chair
to be accountable and to enable full Doula UK support in the case of a complaint, we recommend you keep records about your work
the onus is upon you as a Doula to make relevant parties (e.g. your clients, local hospitals where you practice etc…) aware of our complaints procedure. If a parent or health care professional has an issue, she should have the information which allows her/him to contact Regional Rep, Chair or Vice Chair
we will endeavour to find a suitable solution for both parties but in cases of extreme bad practice we will remove Doulas from our membership