Complaints Procedure: A Guide for the Public

We are committed to ensuring safe, professional care and maintaining public confidence. If you have a concern about one of our practitioners, we are here to listen and support you through the process.

Before you make a complaint

Where possible, we encourage you to speak directly with your practitioner first, as many concerns can be resolved quickly and informally.

However, if you feel unable to do this, or the issue remains unresolved, you are very welcome to contact us.

What we can help with

We look into concerns about a practitioner’s ability to practise safely and professionally. This may include:

  • Not meeting professional standards
  • Inappropriate or unprofessional behaviour
  • Lack of skill or working beyond their expertise
  • Criminal convictions
  • Health concerns affecting safe practice

What we cannot look into

There are some situations we are unable to investigate:

  • Concerns about practitioners who are not our members
  • Issues that happened more than two years ago
  • Complaints about clinics rather than individual practitioners

If your complaint falls outside our remit, we will do our best to guide you to the right place.

How to make a complaint

You can contact us by email at
info@gncouncil.co.uk.

Please include:

  • Your practitioner’s name and treatment therapy
  • A clear description of your complaint
  • Any relevant dates or details
  • Supporting information, if available

We will acknowledge your complaint and keep you informed throughout.

What happens next

1. Initial review

We carefully review your complaint to understand whether we can take it forward. If we can, we will contact the practitioner for their response. If the complaint cannot be taken forward, we will provide clear information on our decision.

2. Informal resolution (mediation)

Where appropriate, we aim to resolve concerns through mediation.

This is a supportive, confidential process where an independent person helps both sides reach a fair outcome. Many complaints are successfully resolved at this stage.

3. Further review

If the concern is more serious, or cannot be resolved informally, our Complaints Committee will review all the information and decide whether further action is needed.

4. Formal hearing, if required

In some cases, a formal panel will consider the complaint. Both sides have the opportunity to share their perspective.

If a concern is upheld, the panel may take steps such as:

  • Issuing a formal warning
  • Requiring further training or supervision
  • Restricting or suspending practice
  • Ending membership

Any action taken is focused on protecting the public and maintaining standards.

Appeals

Practitioners have the right to appeal decisions within a set timeframe.

Our commitment to you

We understand that raising a concern can feel difficult. Our aim is to handle all complaints fairly, respectfully, and as efficiently as possible, while keeping you informed throughout.