What types of complaints can we consider?

CNHC’s Complaints Handling Process is not intended to be punitive. It is designed to promote good practice and command public confidence.

We ask that anyone with a complaint about a practitioner on the Register should first try to resolve this locally. Many complaints can be resolved appropriately at that level.

We can only consider complaints about someone’s “fitness to practise”.

When a complementary health practitioner is “fit to practise” it means that they have the health and character, as well as the skills and knowledge, to work safely and effectively in a particular discipline or therapy.

CNHC sets out the standards expected of practitioners on its Register in its Code of Conduct, Performance and Ethics.

The types of complaints that we can consider are those where a practitioner’s “fitness to practise” is brought into question by:

• misconduct: examples of this might include failing to keep accurate records, working under the influence of alcohol, having sexual relationships with patients, not communicating well enough with patients
• a lack of competence (not having the required skills and knowledge)
• a caution or conviction for an offence in the UK (or somewhere else for an offence that would be a crime if it were committed in the UK). Examples of such offences might include theft, violence, child pornography
• physical or mental health problems
• a decision by another health care regulator.

What can’t we do?

We are not a professional association or trade union and so we cannot offer legal advice or representation. Our job is to ensure that complaints about a practitioner’s fitness to practise are heard fairly and impartially.

We cannot:

• Consider complaints against practitioners who are not on the CNHC Register
• Consider complaints about incidents that took place more than two years ago
• Consider complaints about clinics or hospitals. We can only consider complaints about individuals
• Get involved in claims for compensation.