Bringing sanctuary to motherhood

At Mamagrove, your satisfaction and comfort are our top priorities. If you ever feel that the support and care provided didn't meet your expectations, we’re here to address your concerns promptly and professionally.

Step 1: Direct Communication

The first step is to talk directly to me, your Lactation Consultant. Open communication can often resolve issues quickly and effectively. If you’re feeling unsure or dissatisfied about any aspect of the service, please reach out. I’m committed to listening and finding a solution together.

Step 2: Filing a Formal Complaint

If a conversation doesn’t resolve your concern, or if you prefer to take a more formal route, you can file a complaint. As per legal requirements, I am registered with an external complaints' organisation. This independent body acts as a mediator to help resolve any issues. Should mediation not be enough, they can take further steps, and their decisions are binding, ensuring fair and impartial resolution.

Step 3: Contacting the International Board

Additionally, you can report your concerns to the International Board of Lactation Consultant Examiners (IBLCE). This organisation sets the standards for certification and professional conduct for IBCLCs worldwide. Detailed information and the complaint form are available on the IBLCE website.

Types of Complaints:

Complaints may arise from various issues, including but not limited to:

• Financial Disputes: Any disagreements regarding fees or payments.
• Privacy Concerns: Issues related to the handling of your personal information.
• Communication Issues: If you feel you didn’t receive clear or sufficient information.
• Advice Concerns: Concerns about the appropriateness or completeness of the guidance provided.
• Record-Keeping: Inadequate documentation affecting your care.
• Health Impact: Adverse health outcomes for you or your baby are linked to the support provided.
• Professional Standards: Violations of ethical or professional guidelines.

We Value Your Feedback

Your experience is vital to us, and we strive to ensure that every part of your breastfeeding journey is as positive as possible. Your feedback helps us improve and continue to provide the best care.

Feel free to reach out at any time with your concerns. Your voice matters, and we're here to ensure that your needs are met with care and professionalism.

Warm regards,

Marloes Schoonenberg

IBCLC Lactation Consultant at Mamagrove