How a Complaint is Managed

How a Complaint is Managed

If a complaint is made about one of our registrants:

  1. we will write to acknowledge receipt of the complaint;
  2. an investigating officer will be appointed to manage with the case;
  3. we will write to the registrant to tell them that a complaint has been made against them; and
  4. an Investigating Panel will be convened to consider the complaint.

When we write to the registrant concerned, we must pass them details of the complaint and any relevant documents. If the complainant is worried about this, they should let us know; at this stage the allegation is drafted so that the registrant knows what the complaint is about.

We will also pass all of this information to an Investigating Panel who will meet in private and consider the available evidence to see whether any further action should be taken. The panel is made up of at least three people, including a minimum of two elected members of the UKCHIP Council and somebody nominated by the registrant who is the subject of the allegation (the nominee need not be on our register).

The Investigating Panel only makes a decision about whether a complaint is proven and whether it raises any concern about a registrant’s fitness to practise. If they decide that a complaint is valid, they will refer the case back to the Investigating Officer and a Disciplinary Panel will be convened to decide on the action, if any, to be taken against the Registrant.

If the Investigating Panel decides that the complaint does not need to be taken any further, they will give full reasons for their decision and we will provide the complainant and the registrant with copies. We cannot consider the same complaint twice.

If the Investigating Panel decides that there is a case to answer the information will be placed in the public domain.  However, we will not publicise the information until four weeks before the meeting of the Disciplinary Panel.  At that stage the name of the registrant, their registration number and the allegation will be placed on the website.

The decision of the Disciplinary Panel, which may include a warning or removal of registration for a period of time or permanently, will be notified to the complainant, to the registrant and placed on the website.

Any appeal against a decision by the Disciplinary Panel needs to be made in writing to the Secretary within 10 working days of the receipt of the Disciplinary Panel’s decision.  The appeal will be put to the full Council and the decision of the Council shall be final.

What if a complaint is made about me?

Once we have identified the subject of the complaint and confirmed that the complaint is justified, we will:

  1. write to tell you about the allegation or complaint, enclosing copies of all the documentation we have;
  2. ask for more information if necessary (for example, we might ask for further documents from an employer or ask the police for the circumstances of a conviction); and
  3. invite you to respond in writing to the complaint within 28 days of our letter.

You might want to ask for advice from a professional body or union, or for legal advice, when preparing your response. You can send any information or documents you feel would help us.

You may be asked, or request, to appear before the Investigating Panel to present your response to the allegation or complaint.  As soon as we are able to arrange the meeting, we will write to you to tell you the venue and date. We will try to give you as much notice as possible and will tell you at least 28 days beforehand. If you attend the hearing, you will be able to put over your response to the complaint. You can bring a representative to the hearing and you can be represented by anyone except a current UKCHIP Council member or a member of our staff.

You do not have to attend, but you should be aware that the meeting will normally go ahead unless there are very good reasons provided as to why it should not proceed.