The customer service process is designed for addressing complaints you may have about the service we provide, such as our timeliness of response. It is not designed to deal with complaints you may have about decisions included in the outcome of fitness to practise cases.
If your complaint is about a fitness to practise decision made by a Panel where the process is prescribed by law or there is a legal right of appeal we cannot interfere with that decision. Examples are:
- A decision by an Investigating Committee Panel.
- A decision by a Conduct and Competence Committee Panel.
- A decision by a Health Committee Panel.
- A decision by a Registration Appeals Panel.
If your complaint is about an administrative fitness to practise decision made on the basis of HCPC policy or guidelines, we cannot vary such a decision unless an investigation shows that the policy or guidelines were wrongly applied or new and material evidence has become available. Examples are:
- A decision that an allegation does not meet the standard of acceptance.
- The publication of a hearing outcome on our website.
If you would like further information on the above, please refer to the attached factsheet, or contact Service and Complaints Manager at email@example.com