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Gavin Erickson

Gavin Erickson

Complaints policy and procedure

 

Policy statement

The British Acupuncture Council (BAcC) is committed to providing a good quality service in dealing with members of the public, practitioners and other professional organisations. It takes all complaints seriously and sees them as an important tool for continually improving our service.

Introduction


In considering complaints we aim to apply the Parliamentary and Health Service Ombudsman's Principles of Good Administration, which are:

  • getting it right
  • being customer focused
  • being open and accountable
  • acting fairly and proportionately
  • putting things right
  • seeking continuous improvement

Who can complain?

Anyone who comes into contact with our organisation and who is unhappy or dissatisfied with the service they receive can complain. For example, you may wish to complain about the way we answered your query or correspondence or any delay in getting back to you.

Who do I complain to?

We have a three-stage process for dealing with your complaint. If you remain dissatisfied at any stage, you have the option of taking your complaint to the next stage.

Stage 1

Contact the manager of the member of staff who has been dealing with your matter

Stage 2

Write to the chief executive of the BAcC

 

Chief Executive Officer
British Acupuncture Council,
63 Jeddo Road,
London W12 9HQ

email This email address is being protected from spambots. You need JavaScript enabled to view it.

phone 020 8735 1200
fax 020 8735 0404

 

Stage 3

Write to the chair of the BAcC's Governing Board

How long will it take to deal with my complaint?

We will acknowledge receipt of your complaint within seven working days and aim to give you a full response within twenty-eight days. On rare occasions this might take longer, if there is a lack of documentary evidence or the matter needs further investigation.

 

Click here to view the current Professional Conduct Committee findings and orders

Thursday, 10 April 2014 22:57

Complaints - complain about a practitioner

What to do if you are unhappy about the service you have received from your practitioner

Step 1

Express your concerns to your practitioner or if he/she works in a larger practice, to the practice manager either by phone, by letter, by email or in person.

Step 2

If you remain unhappy you can make a complaint to the British Acupuncture Council by letter, fax or mail marked Private and Confidential. We will need:

  • your name and contact details
  • the name and address of the member you are complaining about
  • details of what happened, when and where

If you find it difficult to make your complaint in writing please let us know and we will help you.

 

Our contact details:

 

Ethics Department,
British Acupuncture Council,
63 Jeddo Road,
London W12 9HQ

email This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.

phone 020 8735 1205
fax 020 8735 0404

 

Step 3

The Ethics Department will check to see if the BAcC can deal with your complaint or concern. The BAcC can only deal with matters which relate to:

  • treatment, care or advice given by a BAcC member
  • any aspect of the professional or personal behaviour of a BAcC member
  • the physical or mental health of a BAcC member

If the BAcC can deal with your complaint the Ethics Department will send you some forms to complete, together with information about complaints.

Please note, the BAcC cannot grant compensation, however all our members are covered by comprehensive professional indemnity insurance, details of which can be obtained from the BAcC or from your practitioner.

Click here to view the current Professional Conduct Committee findings and orders

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