Make a complaint about the NMC
We welcome your feedback to help us improve our services
We aim to provide the best possible service, but we know that sometimes we get things wrong.
So we welcome your feedback to help us improve our services and to ensure we are responding to your concerns the best we can.
Please note this information is for people who want to make a complaint against us. For all other complaints you should go to: Other complaints, comments, compliments and suggestions.
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
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 complainant's attention.
Making a complaint
We’d encourage you to raise any concerns you have with the person you’ve been dealing with at the NMC in the first instance. They should be able to help you resolve the issue.
If you don’t feel able to do this, or you’ve tried and were unsuccessful, please get in touch with our Complaints and Enquiries Team using our enquiries form. You can also use the form to make a complaint on behalf of a relative or family member.
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 happens next?
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 will 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.
What if I’m unhappy with the response?
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. Please send any further information to email@example.com.
Our promise to you
We aim to deal with complaints in accordance with 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.
We always welcome feedback. So if you would like to send us any other comments, compliments and suggestions, please use the same enquiries form to let us know. For other complaints:
- Please see our concerns, complaints and referrals page if your complaint is about nurses, midwives or nursing associates. If it's a complaint about the outcome of an actual fitness to practise case, you should raise it with the case officer. We can't change decisions made as part of the fitness to practise process. However, we can consider a complaint about the handling of a case under our corporate complaints process.
- Contact our Human Resources Team if your complaint is about working for us. If your concern is specifically about whistleblowing then see raising a whistleblowing concern.
- Contact our Data and Information Requests Team if you're concerned about information disclosure decisions under data protection legislation. You can email them at FOIandDPArequest@nmc-uk.org.
- Contact the contract manager you've been dealing with if you have concerns about any contractual or commercial disputes with us.
Please note that we don't deal with complaints about the Government, Department of Health and Social Care, NHS bodies, local council and partnership organisations. You will have to contact the organisation directly.
Complaints about us
Number of complaints we received in 2017-2018