The complaints process

Information on the steps that we will take following a complaint about a nurse or a midwife

The investigation

We will fully investigate your complaint, and will gather evidence for consideration by a panel of the investigating committee. During this time, we may decide to place restrictions on the nurse or midwife's registration in order to protect the public.
The panel will determine whether there is a ‘case to answer'. If there is no case to answer, the panel will close the case and you will be notified in writing as to the panel's decision.

Hearings

If there is a case to answer, the panel will refer the case to a different committee for adjudication. The panel will first decide whether the facts are proved and whether the nurse or midwife's fitness to practise is impaired. If so, the panel will go on to decide whether patients would be at risk of harm if the nurse or midwife in question were allowed to remain on the register without restriction.
We will notify you when the case is to be considered and inform you of the panel's decision. The case will either be decided by a panel of the conduct and competence committee or the health committee. The majority of hearings are held in public. Patient confidentiality is preserved.
We aim to complete a complaint investigation within approximately 15 months from the point when we receive a complaint about a nurse to the conclusion. However, some cases can take longer to progress, particularly those involving more than one nurse and multiple witnesses.

Outcomes

The role of the panel is to determine if the nurse or midwife's fitness to practise is currently impaired. They must also decide if they pose a risk to patients if allowed to continue practising without any restriction on their registration. In the most serious of cases, the panel may decide to strike the person's name from the register. This means they'd no longer be permitted to work as a nurse or a midwife.

Further information about our investigations is available in Hearings.

Making a complaint about the NMC
This information has been prepared to provide you with clear information about making a complaint about us.