Whilst we work with practitioners to establish and maintain professional standards, we recognise that there may sometimes be those practitioners who do not meet the standards expected.
We encourage services users and members of the public to resolve their concerns directly with Practitioners under their own processes. However, we recognise that there are circumstances where clients, service users, members of the public or even other practitioners may need to bring complaints about poor or unethical practice directly to the our attention.
Ultimately, bringing these situations to our attention, serves to protect both the public and the reputation of the profession.
The Compliments and Complaints Policy is the framework under which we will address any complaint received about poor or unethical practice by a member of the Register. Complaints received will be addressed by the Register’s Professional Conduct Review Committee.
If you are making a complaint on behalf of someone else, we may need their consent to consider the complaint.
Sometimes we may raise investigations against practitioners if we receive information that makes us question a member’s conduct or whether they should remain on the Register, or if we become aware of complaints being upheld by other accredited registers.
Members of the public that wish to raise a complaint against practitioners can contact the Register directly. Should you wish to raise a complaint please complete and submit by email or post our form which can be found here.
To help you understand in more detail what might be expected of you and how your complaint will be dealt with please visit our Handling Complaints page.
In handling of your personal data the Register will at all times adhere to the conditions outlined in the Athena Herd Foundation Data Protection Policy.
Our aim is to ensure that practitioners address the poor practice that leads to complaints.
Complaints received will be reviewed and assigned by the Professional Conduct Review Committee to a designated review panel.
Where it is considered that the complaint should be investigated it will be reviewed under the terms of our Malpractice and Maladministration Policy. If that complaint is upheld, then our Sanctions Policy outlines the actions that can be taken.
We must receive complaints within one month of the event you’re complaining about, unless there are good reasons why it has taken longer.
Should any related party be unhappy with, or wish to contest, the outcome of any complaint an appeal can be raised in line with our Appeals Policy.
Please note, even if remove a Practitioner from the Register, for the avoidance of doubt, we can’t stop a Practitioner from continuing to practise or help you to get pursue legal recourse and/or financial compensation.
Return to the Register’s home page.