Complaints about us
How to make a complaint about the NMC
We try to provide a high quality service at all times. However, we accept that sometimes we get things wrong.
We take all complaints about the standard of our service seriously. We are committed to improving the quality of our work in all areas and complaints provide us with valuable feedback about the quality of our work and how we can improve.
The types of complaints we cannot investigate
If you want to make a complaint about someone on our register, you should make a referral under our fitness to practise (FtP) process.
Under our corporate complaints procedure we cannot reconsider or change decisions that we have made under the FtP process. However, you can raise a complaint about the administration of any case.
See our policy on whistleblowing about working with us.
Our complaints procedure allows you to tell us if you believe that we have got something wrong, or if you are unhappy with the service you have received from us.
Use our complaints form to submit your complaint.
Our corporate complaints process
We have a three stage process:
Stage one: informal resolution stage
First we ask that you try to resolve your complaint with the person or team you have been dealing with. If you are unsure who to get in touch with, please contact us and we will help you find the right team or directorate.
Stage two: formal complaint stage
If you have already tried to resolve your complaint locally through stage one, or wish to make a formal complaint, you should contact the complaints manager at the address below. Where possible please provide the following information:
- The names of the people you have been dealing with
- Any reference number(s) we have given you
- Your PIN number, if you are a registrant
- What you think has gone wrong
- Why you are dissatisfied with the handling of your complaint
- What you think we should do to put things right.
Your complaint will then be acknowledged. We might then ask a member of our senior management team to consider your complaint. Again, we will aim to respond within 20 working days, but we will let you know if we cannot.
We will acknowledge your complaint within two days and aim to provide you with a full response within 20 working days.
We will let you know if it will take longer.
Stage three: appeal stage
If you are dissatisfied with the outcome of stage two you may appeal. A senior member of our corporate team will reconsider your complaints and the investigation. The outcome of this stage is our final decision.
However in rare circumstances it may be that following repeated correspondence the complaints procedure becomes fully exhausted. In these rare circumstances should you still remain dissatisfied and you forward further correspondence about your complaint, then unless it raises significant new issues, we will write to you explaining our decision is final, file your letter, but we will not respond.
Time limits for making a complaint
It is important that complaints are made as soon as possible after the event occurs. This enables us to appropriately consider, investigate and act on any issues raised. We will normally only investigate complaints made up to 12 months from the date on which the matter complained about occurred or, if later, when it came to the complainant’s notice.
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 will have an approach and systems in place that encourage staff to resolve complaints in a constructive manner;
- Being customer focused – we will make sure our processes are simple and accessible, and that we deal with complaints promptly and sensitively;
- Being open and accountable – we will 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 will treat all customers fairly and without discrimination. We will make sure that complaints are investigated in an appropriate manner;
- Putting things right where possible – we will acknowledge our mistakes and apologise where appropriate. We will also take action to reduce the likelihood of those mistakes happening again; and
- Seeking continuous improvement – we will use complaints to understand what we can do better and as a means to improve our work.
We also consider that the NMC owes 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. Therefore if we consider behaviour to be unacceptable, we will inform you and ask you to stop the behaviour, or if the behaviour continues we may decide to take action to manage or restrict an individual’s contact with the NMC.
Other comments, compliments and suggestions
We always welcome feedback and if you would like to send us any other comments, compliments and suggestions please contact the complaints manager.
Complaining by email or letter
You can complain by email or letter to:
Complaints Manager, 23 Portland Place, London W1B 1PZ
Complaints about us
Number of complaints we received in 2017-2018