Comments and complaints
We aim to provide a high standard of service and deal with everyone in a way that is fair, objective, transparent and free from discrimination. We do recognise that sometimes we do not provide the level of service that we would like and we take seriously any concerns that may arise.
Feedback about our service
We welcome all feedback about the service we have provided, whether it has been good or poor. If we are taking too long to respond to you, or if our letters are not clear enough, please contact the person you have been dealing with. We want you to understand how our processes work and, if we have made a mistake, or taken too long, we want to put things right and learn lessons from where we have gone wrong. If you are not satisfied with our explanation, you may contact your caseworker's line manager. Your caseworker will be able to give you that information, if they have not already done so.
If you are unhappy about a decision, which has been taken based on our guidelines and procedures – for example, a registration application, or a case considered under our fitness to practise procedures – you should contact the person you have been dealing with, or their manager.
We will advise you whether we are able to change a decision and if we are unable to do that we will explain why. Decisions based on our statutory rules are usually unlikely to be changed.
If you wish to comment about the standard of service you have received from us, or if you are not happy about the way a member of GMC staff has dealt with you, you may contact their manager. Alternatively, you can e-mail customerservicemanager@gmc-uk.org or write to the Customer Service Manager, General Medical Council, 350 Euston Road, London, NW1 3JN or at 5th Floor, St James's Buildings, 79 Oxford Street, Manchester, M1 6FQ.
Tell us what happened, and when, together with the name of the member of staff you have been dealing with and, if you know it, any GMC reference number you may have been given. That will help us identify the case quickly and work out what may have gone wrong.
Our promise
We will acknowledge that we have received your complaint. We will send a response to you within 10 working days. If we are unable to resolve your complaint within 10 days, we will tell you and we will give you an indication of when we might be able to send you a full reply.
