How to make a complaint
The GCC deals with complaints and concerns about chiropractors. Our complaints process is explained in detail in our information booklet, How to complain about a chiropractor. The information below picks out some key points in the booklet.
What complaints and concerns can the GCC take forward?
When should I complain to the GCC?
Making your complaint
Complaints checklist
What happens next?
About formal hearings
Members of our staff aren't able to offer advice about treatment but if you have any questions about our complaints procedure please contact Emma Willis or Winnie Walsh by email, or phone 0845 601 1796 during office hours (calls will be charged at local rates and you will not be held in a queue).
The way the GCC investigates complaints is set down by law to make sure everything is fair, open and done in the public interest. So, once the GCC's complaints procedures start, everything must be done in a specific way.
Decisions about whether a complaint is taken forward, and how it is dealt with, are made by statutory committees. Members of GCC staff give administrative support to the committees and are not decision makers.
What complaints and concerns can the GCC take forward?
Complaints and concerns that can be brought to the GCC can be about:
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treatment, care or advice given by a chiropractor
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any aspect of the professional or personal behaviour of a chiropractor
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the physical or mental health of a chiropractor
The GCC cannot deal with:
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complaints about companies or clinics
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compensation
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refund of fees
When should I complain to the GCC?
All chiropractors must have a complaints procedure in their practice and deal with complaints promptly and fairly. So it may be a good idea to try and solve the problem first with the chiropractor. If you are not satisfied with how the chiropractor deals with your complaint, they must tell you of your right to complain to the GCC and give you the GCC's address: 44 Wicklow Street, London, WC1X 9HL.The GCC understands that you might prefer to contact the GCC immediately, rather than complain first to the chiropractor. The GCC will explain what it can do about your concerns and what you will need to do next.
Making your complaint
The GCC can accept complaints that are made in writing only. If this is likely to be a problem, you can ask someone to write on your behalf. Or you can contact the GCC and it will do its best to arrange for someone to help you.
Complaints checklist
The information the GCC usually needs is in the complaints checklist below. The GCC understands that every complaint or concern is different. So, if this checklist does not help you to set out your complaint, please explain your concerns in your own way.
Your details:
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Your name
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Your address
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Your email address
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Telephone number where you may be contacted
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Mobile telephone number
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Fax number to which the GCC can send letters
Details of the chiropractor(s):
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The full name(s) of the chiropractor(s) you are complaining about
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The address where you visited the chiropractor(s)
Details of your complaint:
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Please explain what happened, where it happened and the dates when it happened
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Did any other people see or hear the things you are complaining about?
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Do you have any documents (for example, letters) that might support your complaint? Please send copies to the GCC and list them in your letter
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Have you already complained to anybody else about this matter (for example, the chiropractor)?
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If yes, please say which organisation or person you have complained to. Give brief details of what happened and send copies to the GCC of any letters between you and the organisation or person
What happens next?
The GCC will:
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Write to you within seven days to tell you it has received your complaint
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Tell you if it can take forward your complaint
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Tell you who is dealing with your complaint and how to contact them
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Give you detailed information about what will happen next
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Write to the chiropractor to tell them about your complaint. The GCC must pass them a copy of your complaint (and any other relevant documents) so that they know the details. If you are worried about this please tell the GCC
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Ask you to agree to the GCC obtaining your health records (if relevant to your complaint)
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Carry out an investigation into your complaint
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Explain what will happen at every stage of the process
The GCC may ask you if you are willing for a solicitor to visit or phone you to:
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Go over the details of your complaint
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Ask you to make a statement of evidence, set out in a legal way
If this happens, the GCC will pay the solicitor's fees.