How to make a complaint about the NMC

Procedures and policies, named senior contacts and their responsibilities.

Complaining about NMC services

This information has been prepared to provide you with clear information about making a complaint.

At the NMC we strive to provide a customer-focused service at all times, across all our departments. However, we accept that on occasion we may fall short of people's expectations.

Our complaints procedure allows you to tell us if you believe that a mistake has been made, or you are unhappy with the service you have received. We will aim to provide a response to your complaint within 20 working days.

We want to resolve any concerns you may have, having a complaints procedure means we can collect valuable feedback on the quality of our services. The feedback we receive is regularly reviewed by the chief executive and our Council, and is used to continually improve and develop our services.

Principles

We have established principles that inform our response to complaints, they are that:

  • we understand that the central part of each complaint is a person who is unhappy and who expects an acknowledgement, an explanation and a resolution
  • we will keep you informed of the progress of your complaint
  • we will be fair and objective in our response to your complaint
  • we will always regard your complaint as valuable feedback that our organisation can learn from.

What is a complaint?

We define a complaint as when you (the complainant) have a complaint about a service that you have or should have received from the NMC.

How do I make a complaint?

You can contact the NMC in writing or by email. Contact details are below:

Email:   ceoffice@nmc-uk.org
Address: Complaints manager
23 Portland Place
London W1B 1PZ

How will we manage your complaint?

Our aim is to resolve complaints as quickly and efficiently as possible. As a first step, we ask that you contact a member of the team that deals directly with your area of concern, as they are likely to be able to quickly resolve the matter.

If you are not happy with the initial response to your complaint, or you would like a formal response, you can write to the complaints manager. Your complaint will be acknowledged and we will aim to provide a full written response within 20 working days of the receipt of your letter.

Further information?

If you are unsure about raising a complaint, or want further advice, please contact our complaints manager on: ceoffice@nmc-uk.org. The complaints manager will redirect your complaint to the appropriate team.

Exceptions

If you want to make a complaint about a nurse or midwife, our referral process explains how to do this.

Our complaint procedure does not apply to formal decisions included in the outcome of fitness to practise cases. You can raise a complaint about the administration of any case, however, experience has shown the distinction between decisions and administration may not always be clear. For further information see Fitness to Practise FAQs.

Created date :
23/02/2010
Modified date :
21/09/2011