Make a complaint about the NMC
We welcome your feedback to help us improve our services
In response to the government’s advice, our Enquiries and Complaints team is currently working from home.
There may be a delay in responding to your complaint or information request during this time. We are sorry for this and will keep you fully updated about revised timeframes for our responses.
The best way to contact us during this period is by email at email@example.com. We will be happy to arrange a phone call with you if this is required.
Thank you for your patience.
We aim to provide the best possible service, but we know that sometimes we get things wrong.
Your feedback will help us to improve our services and to ensure we’re responding to your concerns the best we can.
Before you begin
There are separate processes if your complaint is about:
- someone on our register – you should make a fitness to practise referral
- the outcome of a fitness to practise case – you should raise it with the case officer
- working for the NMC – you should contact our Human Resources team or raise a whistleblowing concern
- information disclosure decisions under data protection legislation - you should contact our Data and Information Requests Team at FOIandDPArequest@nmc-uk.org
- contractual or commercial disputes with us – you should contact the contract manager you've been dealing with
We’ll deal with other complaints about us under our corporate complaints process. Some examples of complaints against us include:
- administrative errors (including mistakes, delays)
- unprofessional behaviour by our staff
- poor customer service, including communication
- failure to comply with the standards we set ourselves
- failure to follow our process or procedure
How to make a complaint
We’d encourage you to first contact the person you’ve been dealing with at the NMC and tell them the issue. They should be able to help you resolve this.
If you’re unable to do this, or you’ve tried and were unsuccessful, please get in touch with our Customer Enquiries and Complaints Team using our online complaints and feedback form. You can also use this form to make a complaint on behalf of a relative or family member.
Please let us know your complaints as soon as possible after the event occurs. We’ll normally only investigate complaints made up to 12 months from the date on which the matter occurred or, if later, when it came to the customer’s attention.
We’re committed to improving our processes so they’re easy to understand for everyone. If you have a disability or injury and are unable to use our online complaints form, please call us on 020 7681 5830 so we can discuss your complaint.
What we will do
We'll acknowledge your complaint in writing within two working days. We'll also contact you by phone to discuss your concerns and confirm what happens next.
We'll try to resolve your complaint within five working days. Not all complaints can be resolved quickly, and in some cases, we will need more time to carry out an investigation. We’ll let you know if this is the case and if we need more information from you to help us with our enquiries. We’ll also give you the name and contact details of the person handling your complaint.
Once we fully understand your complaint and your desired outcome, we’ll carry out our investigation and respond to you within 20 working days.
We'll let you know if we need more time to investigate your complaint.
If you’re unhappy with the outcome
If you’re unhappy with the outcome of your complaint, we’re happy to discuss any further questions you have over the telephone.
However, we’ll only reopen the complaint if you have new evidence for us to consider. You can provide further information by calling us on 020 7671 5830.
Our promise to you
When considering complaints we apply the Parliamentary and Health Service Ombudsman (PHSO) Principles of Good Complaints Handling, which are:
- Getting it right - we have an approach and systems in place that encourage staff to resolve complaints in a constructive manner;
- Being customer focused - we make sure our processes are simple and accessible, and that we deal with complaints promptly and sensitively;
- Being open and accountable - we provide clear and complete information on how to complain and how to take complaints further. We will give honest explanations and wherever practical, reasons for decisions;
- Acting fairly and proportionately - we treat all customers fairly and without discrimination. We make sure that complaints are investigated in an appropriate manner;
- Putting things right where possible - we acknowledge our mistakes and apologise where appropriate.; and,
- Seeking continuous improvement - we use complaints to understand what we can do better and as a means to improve our work.
We owe a duty of care to staff to ensure we have a safe working environment and are not subject to unreasonable or unacceptable behaviour by others.
We ask that you are polite and respectful when contacting our staff.
If we consider your behaviour to be unacceptable, we will discuss this with you and ask you to stop. If your behaviour continues we may decide to take action to manage or restrict your contact with the NMC.
Complaints about us
Number of complaints we received in 2018-2019