Delivering the Chiropractic Complaints Mediation Service (CCMS)

The General Chiropractic Council (GCC) is committed to ensuring that concerns and complaints are handled in a way that is fair, proportionate and focused on learning and resolution wherever appropriate. To support this commitment, the GCC is launching the Chiropractic Complaints Mediation Service (CCMS), an independent pilot mediation service delivered by Nockolds Resolution.

Who is Nockolds Resolution?

Nockolds Resolution is one of the UK's leading specialist providers of dispute resolution, complaints handling, mediation and conciliation services. With extensive experience working across regulated healthcare and professional sectors, it helps individuals and organisations resolve concerns constructively, efficiently and confidentially.

Nockolds Resolution's team brings together accredited mediators and highly experienced resolution managers with expertise in healthcare complaints, regulatory processes and consumer dispute resolution. The team understands the unique challenges faced by healthcare professionals and the importance of maintaining trust and confidence while addressing concerns fairly.

A Proven Track Record

Nockolds Resolution has successfully delivered the Optical Consumer Complaints Service (OCCS) on behalf of the General Optical Council since 2014. Over more than a decade, the OCCS has helped thousands of patients and optical professionals resolve concerns at an early stage, avoiding unnecessary escalation and supporting positive outcomes for all parties.

Nockolds Resolution also delivers the Veterinary Client Mediation Service (VCMS) on behalf of the Royal College of Veterinary Surgeons. Since its introduction, the VCMS has become an established and respected route for resolving disputes between veterinary practices and their clients, helping to preserve relationships while enabling both parties to be heard.

These services have demonstrated the value of early resolution, providing a structured, independent process that supports constructive dialogue and mutual understanding.

Expertise Across Healthcare Regulation

Nockolds Resolution has developed a strong reputation as a trusted partner to regulators, professional bodies and healthcare organisations. Its experience extends beyond direct dispute resolution to supporting organisations with complaint handling reviews, training, mediation programmes and consumer engagement initiatives.

Nockolds Resolution also chairs and facilitates the Healthcare Regulators Complaints Forum (HRCF), which brings together all nine UK healthcare regulators to share learning, best practice and innovation in complaints handling. Through this work, it maintains a unique understanding of emerging issues, regulatory expectations and developments across the healthcare landscape.

This close involvement with healthcare regulation enables Nockolds Resolution to bring valuable insights and expertise to the delivery of the CCMS pilot.

Supporting Constructive Resolution

The CCMS has been designed to provide an opportunity for complainants and chiropractors to resolve concerns through an independent, impartial and confidential process before matters escalate unnecessarily.

Nockolds Resolution's role is not to determine who is right or wrong, nor to investigate allegations. Instead, it supports meaningful conversations, helps parties explore solutions and, where possible, facilitates mutually acceptable outcomes.

By focusing on communication, understanding and early resolution, mediation can often provide a quicker and less adversarial way of addressing concerns while maintaining professional relationships and public confidence.

How the CCMS Fits Alongside the GCC's Fitness to Practise Process

Some chiropractors may understandably have questions about how the CCMS relates to the GCC's Fitness to Practise (FtP) procedures. It is important to emphasise that the CCMS is not a replacement for the GCC's statutory role in protecting the public or its Fitness to Practise process.

The mediation service has been introduced to complement existing arrangements by providing an opportunity, in appropriate cases, for concerns to be resolved at an earlier stage through constructive dialogue and mutual understanding.

Where concerns raise issues that may call into question a chiropractor's fitness to practise, those matters will continue to be considered through the GCC's established regulatory processes. The CCMS does not investigate complaints, make findings of fact, determine liability, or impose sanctions.

Instead, the service focuses on helping individuals and chiropractors address communication difficulties, misunderstandings and lower-level concerns that may be capable of resolution through an independent and impartial process.

Addressing Registrants' Concerns

Chiropractors may have questions about engaging in mediation, including concerns about whether participation could be viewed as an admission of fault. FAQs are available to answer many of these queries. It is also important to reassure chiropractors that mediation is a well-established alternative dispute resolution process, and that participating is viewed as a positive step demonstrating a willingness to address and resolve matters with a patient, rather than an admission of wrongdoing or fault. Service users are invited to contact the CCMS team, who can answer any queries or concerns.

Participation in mediation is voluntary, and the process is designed to provide a safe, confidential and impartial environment in which both parties can express their perspectives and explore potential solutions. Nockolds Resolution's role is not to judge, investigate or apportion blame, but to facilitate constructive conversations and help parties reach their own resolution where possible.

Drawing on more than a decade of experience delivering the OCCS and its work through the VCMS, Nockolds Resolution has seen that many professionals value the opportunity mediation provides to explain events directly, clarify misunderstandings, restore communication and resolve concerns before they escalate further.

Looking Ahead

Nockolds Resolution is delighted to be working with the GCC on this important pilot and looks forward to supporting both chiropractors and members of the public through the CCMS.

Drawing on its extensive experience delivering the OCCS and VCMS, and its leadership within the healthcare complaints sector, Nockolds Resolution is committed to providing a professional, accessible and trusted service that benefits everyone involved.

For more information about the Chiropractic Complaints Mediation Service, please visit the GCC "Raise a concern" page, the CCMS website, or contact the CCMS team.

More information and FAQs