The Complaints Process

Anyone who wishes to make a complaint about a practitioner on the CNHC register must submit their complaint on a CNHC Complaints Form, addressed to the Registrar.

Download the Complaints Form here

When we receive a formal complaint against a practitioner on the CNHC Register, it is investigated in three stages:

1. Is the complaint within the remit of the CNHC?

The complaint will be reviewed by a CNHC Manager. If it is not within the remit of the CNHC, the Complainant will be told why and will be advised, wherever possible, where to direct their complaint.

2. Investigating Committee

If the complaint is within the remit of the CNHC it will be referred to an Investigating Committee. Both the Complainant and the Registrant will be given information about the process that is to be followed.

The Registrant will be told the nature of the complaint and will be advised to make a preliminary written response.

If further evidence is required, this will be requested from the relevant parties, and all case papers referred to the Investigating Committee.

The primary task of the Investigating Committee is to consider, on the basis of the information before them, whether there is a "case to answer". Their investigation is normally a paper-based one at this stage.

3. Conduct and Competence Panels / Health Panels

If the Investigating Committee take the view that there is a "case to answer", then the matter will be referred to either a Conduct and Competence Panel or a Health Panel (where the case relates to the health of the Registrant).

Each panel will normally have at least 3 members. At least one of these will be someone who has understanding of the area of the case which is under consideration, and at least one will be a lay member. The Panel may appoint expert legal, medical or registrant advisors if they wish.