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How will you handle my complaint?

We aim to resolve all complaints as soon as possible. But if you aren’t happy with our first response, we may take it through our  complaints process.

Acknowledgement

We’ll acknowledge receipt of your complaint within five working days.

Initial assessment

We will:

  • assess the complaint
  • send it to the appropriate person to respond
  • assign the complaint a reference number so it’s easier to track.

Stage 1 – Complaint investigation

Once your complaint is with the appropriate person, we’ll investigate it with help from the relevant team.  

Resolution

We will:

  • aim to conclude our investigation within ten days of getting your complaint
  • let you know as soon as we’ve reached a decision
  • respond by email unless you tell us otherwise
  • tell you as soon as possible if delays are likely.

Stage 2 – Further response

If you’re not satisfied with the outcome from Stage 1, we’ll investigate it further. We may refer your complaint to a senior manager in the business area complained about. Or we may refer your complaint to an independent colleague from another part of the organisation.

Resolution

We will:

  • aim to conclude our investigation within ten days of you telling us that you’re not happy with our Stage 1 outcome
  • tell you as soon as we’ve reached a decision
  • respond by email unless you tell us otherwise
  • tell you as soon as possible if delays are likely.

Stage 3 – Final response

If we don’t reach a resolution following the previous two stages, we’ll send your complaint to our Corporate Review team. They’ll work with the relevant department, do another investigation and give you a final response.

If our Corporate Review team decides no further action is necessary, unless you raise any new information, we will consider your complaint closed.

When we might redirect your complaint

In some circumstances, we can’t deal with your complaint under our customer complaints process. In these cases, we’ll redirect it to the appropriate team and let you know that we’ve done this.

This is usually in circumstances where: