Guidance to assist case managers considering raising a complaint about a service

(e.g. a therapist / therapy or care service)

This guidance relates to a service or therapist that has been instructed to work for / with your client.

First steps when dealing with an issue

The case manager should ensure careful documentation of the facts surrounding any issue which may later form the evidence of raising a complaint.

Try to resolve any issues at an early stage directly with the practitioner. Unless the practitioner’s actions lead to substantial risk to the client, you would seek to continue to work with the practitioner and resolve any issues in the client’s best interests.

The case manager may use clinical supervision to attempt to resolve any issues and to ensure fair practice.

Continue to document any attempts you have made to resolve the matter, or explain why it has not been possible for you to do so.

Should this not resolve the issue, the case manager should follow the complaints procedure of the practitioner or their organisation’s complaints procedure. The case manager should register the complaint in writing and wait for a response within the individual’s or company’s stated response time.

If the complaint is not resolved

You may wish to inform the client and others involved in the case that you are making a formal complaint.
You should consider at this stage whether any work involved is arising directly on behalf of the client or whether this relates to a duty of care as a health professional to report on (for which no charge to the client can be made).

There are several organisations that you may utilise when making a formal complaint about an individual therapist or a company employing therapists.

Existing authorities & registration bodies that can be utilised

The following registration bodies have comprehensive guidance, procedures to follow and processes for making a formal complaint, or raising a fitness to practise query:

Therapists’ own registering bodies and associations may provide a service to assist with advocacy and making complaints. This should be checked on an individual basis and the registered body approached.

Many therapists are registered under The Health and Care Professionals Council (HCPC)

The HCPC have a form you may use to raise a concern about practice. Please click here to view.

The Professional Standards Agency may be able to assist, they have a guidance booklet. Please click here to view.

You might have the option of going to the Independent Sector Complaints Adjudication Service (ISCAS) which represents some independent healthcare providers. You can find out whether the organisation you have a complaint about is a member and access their complaint forms by clicking here or you can call ISCAS on 020 7536 6091.

Click here for the ISCAS document ‘Making a complaint about private and independent healthcare: Patients’ Guide to the ISCAS Code’.

Should you wish to make a complaint about a company providing a therapy service then you may need to approach a consumer rights organisation.

Consumer rights advice: click here for more.

The Independent Sector Complaints Adjudication Service (ISCAS) may assist. You can find out whether the organisation you have a complaint about is a member and access its complaint forms here or contact ISCAS by telephone on: 020 7536 6091.

Click here for the ISCAS document ‘Making a complaint about private and independent healthcare: Patients’ Guide to the ISCAS Code’.

If you are complaining about NHS services (including GP or a dentist service) then contact the Health Service Ombudsman by phone 0345 0154033 or by writing to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.

If you are complaining about a care home, nursing home, home-care agency or other social care service you can contact the local Government Ombudsman by phone on 0300 061 0614 or in writing to Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH.

If you receive a poor care service then you can inform the Care Quality Commission, however it does not investigate individual complaints.