At Cheshire Baby Support, we are committed to providing safe, compassionate, evidence-based care. We value feedback and take concerns seriously. If you feel we have not met your expectations, we encourage you to let us know so we can understand what happened and work towards a resolution.

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We aim to address concerns promptly, respectfully and confidentially.

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Common Questions & Concerns

Many concerns can be resolved through reassurance, follow-up support, or clarification. Examples include:

 

“I’ve been told the tongue-tie wasn’t fully released”
Healing can vary between babies. If you have concerns about healing, feeding, or possible reattachment, please contact us for reassessment. ​Only a reassessment by the original practitioner (or a similarly trained one) can confirm this accurately.

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“I wasn’t told about stretches or exercises.”

We do not recommend active wound management following tongue-tie division, as current evidence does not support this and it may cause discomfort and aversion. 

We may suggest gentle, baby-led oral exercises to support tongue mobility and function. These are included in the aftercare information we provide following the procedure.

If you would like further explanation, we are happy to help.

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“I wasn’t told about risks or benefits”

We provide verbal and written information before any procedure and obtain written consent.

If you feel this was unclear, please contact us so we can review this with you.

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“I didn’t receive feeding support during my appointment”

Feeding support is included as part of our service. If this was not your experience, we would like to understand and address this.

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“My baby’s symptoms haven’t improved”

Feeding is a complex developmental skill. Some babies adjust quickly; others require time, support and additional input.  After a tongue-tie division it may take days, and more realistically, weeks for your baby to adjust to their new tongue mobility.​

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Some babies benefit from gentle sucking exercises, which can help strengthen the tongue and improve function, especially if the muscle tone has been affected by a previously restricted frenulum. These exercises are included in the aftercare information we provide and are designed to be safe, gentle, and supportive.

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Not all feeding challenges are caused by tongue restriction alone. Muscular tension, birth factors, sensory differences, or medical issues can also play a role.​  These symptoms can overlap with tongue-tie, making it harder to pinpoint a single cause.​

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As discussed during the consent process, there is always a small chance the procedure may not lead to a significant improvement. Our role is to work with you to explore what’s happening and help you access the right support.

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If you are concerned, please contact us. We may offer reassessment or signpost to other appropriate professionals.

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My baby has a tongue-tie but no feeding problems – can I have it divided to prevent future issues?”
We understand the desire to be proactive, but it is not considered good medical practice to perform a procedure, especially one with any associated risk, when there are no clear symptoms or difficulties.​

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Procedures are only recommended when there is a clear clinical need. In babies feeding comfortably without symptoms, treatment is not usually advised.

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My baby’s tongue-tie was divided incorrectly, or they were injured during the procedure.”

All procedures carry a small risk, which is discussed during consent. If you believe care fell below expected standards, please follow the formal complaints pathway below.​

 

Making a Complaint

If you have a concern, we encourage you to:

1. Raise it directly during your consultation, or

2. Email Jennifer Johnson at: tonguetiesolutions@outlook.com

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Please include:

• Your name
• Your baby’s name and date of birth
• A description of your concern
• Your preferred contact method

 

What Happens Next

We will:

• Acknowledge your complaint within 2 working days

• Provide a full written response within 21 working days

• Inform you if further investigation time is needed

• Offer a meeting (in person or virtual) if helpful

• Apologise where appropriate (this does not imply admission of fault)

• Use feedback to improve our service

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You may have a family member, friend or advocate support you. We may require written consent to discuss clinical information with them.

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Further Support

If resolution is not achieved, you may seek independent advice from:

• Centre for Effective Dispute Resolution (CEDR)
• Relevant professional regulatory bodies, if appropriate
• Independent healthcare advice services

(Details can be provided upon request.)​

• Share your experience (positive or negative) with the Care Quality Commission (CQC):
📧 enquiries@cqc.org.uk
🔗 www.cqc.org.uk

Please note: the CQC cannot investigate individual complaints but uses this information to monitor standards of care.