Comments and complaints for subject access and information requests

Introduction

At the GMC we are committed to providing a service of a high standard to everybody we deal with. However, sometimes things do go wrong or people do not receive the information they expected.

What is a complaint?

We consider that any expression of dissatisfaction regarding our subject access or information requests is in need of a response.

In all cases, complaints will be:

• Investigated thoroughly
• Treated confidentially
• Dealt with promptly and politely

Comments

If you have any comments or suggestions regarding any aspect of our service we would also like to hear from you. As well as learning from our complaints, listening to your feedback is key to improving our procedures and standards. Similarly, if you feel we have got things right please let us know so we can ensure we maintain our good practices. Please send all comments to the Information Access Manager at the address given below.

What happens if I am not satisfied with the service or the information I receive?

Please address your concerns to the Information Access Manager by contacting:

1. Julian Graves
   Information Access Manager
   General Medical Council
   3 Hardman Street,
   Manchester
   M3 3AW.
2. Tel: 0161 923 6365
   Fax 0161 923 6201
   Email: foi@gmc-uk.org

It would be helpful if you could include:

• Your name, address, reference number from your correspondence and how you would like us to contact you
• Details about what has led to your complaint
• The name of the person you were dealing with
• What you feel we can do to put things right

We will respond to your complaint and provide you with a full response within 20 working days of receipt. If your complaint is complex in nature we may need longer to investigate it. Where this is the case we will write to you within 20 working days giving an explanation for the delay and state when we expect to give you a full reply.

If your complaint is about information we have withheld from you and the Information Access Manager was involved in making that decision, another person will deal with your complaint. This is to make sure the review of our decision is independent and the other person involved will have the relevant knowledge of the legislation to be able to assess your complaint appropriately.

What happens if I am not satisfied with the response?

If you are dissatisfied with our response you can raise your concerns to the Information Commissioner’s Office. This is the independent public body that oversees compliance with the both the Data Protection Act 1998 and the Freedom of Information Act 2000. You may approach the Information Commissioners Office at any time however they prefer you to try and resolve your complaint through our procedures first.

The contact details for the Information Commissioner are:

1. Information Commissioner’s Office
   Wycliffe House
   Water Lane
   Wilmslow
   Cheshire
   SK9 5AF
2. Tel: 0303 123 1113
   Website: http://www.ico.gov.uk
   Email: mail@ico.gsi.gov.uk

Monitoring and review

All information supplied will remain confidential and only staff directly involved with the complaint resolution will have access to the facts of the case.

Your complaint or feedback will be recorded on a register and stored for an appropriate length of time. Keeping a record will enable us to document the nature of the correspondence and the action we’ve taken. A report will be produced annually in order to monitor trends and will enable us to assess and improve our overall service. Any reports created will not contain any personal information.

This policy will be reviewed periodically by the Information Policy and Information Access Teams to ensure that it takes into account any feedback received, emerging good practice and implements any legal directions that may come into force.