Raising Concerns About Case Managers

Our Policy

As a membership organisation BABICM does not have any regulatory powers and as such has no means to hear complaints regarding any category of members, apart from Advanced Registered Practitioner Members. These members have been endorsed by BABICM as practising at a specified level following an assessment process.

Current Practitioner and Registered Practitioner membership of BABICM, whilst indicative of a person’s willingness to work towards standards and guidelines set by the organisation, is not a measure of that person’s capability or competence to carry out the role.

It is the intention that BABICM is able to respond to any person making a complaint with information that will enable the person making the complaint to resolve matters with the appropriate authority.

In the longer term BABICM together with CMSUK and VRA are working towards a process for ensuring all practicing members are registered with a professional body, which would allow them to deal with complaints in the first instance.

Click here to view our full complaints policy


If BABICM is approached with a complaint about one of their members the person making the complaint would be advised to first discuss their grievance directly with the BABICM member who is the subject of their complaint.

It is good practice for BABICM members or the company that they work for to have a complaints procedure in place and this should be obtained and followed.

The person making the complaint should therefore obtain the relevant complaints policy and procedure from the individual BABICM member or the company they work for and await a reply within their stipulated timescale. This may enable them to resolve the complaint, but the complaint may not be pursued further if this step hasn’t been taken first.

If there are serious safeguarding issues, these must be immediately brought to the attention of the local safeguarding team or local authority by the person making the complaint. The contact number can be obtained by telephoning the relevant local authority services. The local safeguarding team will also act within its policy on receipt of complaints about safeguarding issues.

If the complaint is not resolved:

If this doesn’t resolve matters, the next step may be to consider contacting the following organisations:

If the case manager or company they work for is registered with the CQC (Care Quality Commission)/CIW (Care Inspectorate Wales)/The Care Inspectorate (Scotland)/ Northern Ireland – The Regulation and Quality Improvement Authority (RQIA) and the complaint is in relation to the provision of care the complainant should follow the relevant complaints procedure. It should be noted that unless there are safeguarding issues involved, the regulatory body will also generally recommend approaching the individual in the first instance. As a final resort, if a complaint has not been resolved it can be referred to the Local Government and Social Care Ombudsman or the Scottish/Welsh/Northern Irish Public Services Ombudsman.

If the complainant considers the case manager is in breach of the code of conduct of their professional body, then a complaint may be made to that professional body.

If the complaint is more serious in nature, it may well be that an issue has been raised regarding a statute and legal advice may be required and or the Police informed. The individual making the complaint must source legal advice independently.

Where BABICM has received written notice of an unresolved complaint relating to the practice of an Advanced Member of BABICM, the complaint would be reviewed by the Professional Practice and Membership Sub-group (PPMG) of BABICM. If it was considered that an area of practice had fallen below the required level of practice of for an advanced member, we would seek the view of the case manager to whom the complaint relates. Following further review by the PPMG, the group may decide to review the Advanced status of that member. This could involve a re-assessment to determine whether they are continuing to meet the requirements for Advanced Membership status.

Should the case manager be determined to be meeting the requirements for Advanced Membership status, then they will continue to be given this endorsement and the complaint will be closed. Should the case manager be determined to no longer be meeting the requirements for Advanced Membership status, then they will no longer receive this endorsement but will ordinarily be considered to meet the requirements to continue as a Registered Practitioner member. This would not preclude them for re-applying for Advanced Membership status after a specified time. The appeal process in relation to Advanced Membership status is available to view on the members area of our website.

The outcome of any complaint will be communicated to both parties.

Vicki Gilma


BABICM Approved Policy & Procedures, October 2020

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