The three stages of our complaints procedures
Our procedures are designed to protect patients, and to be fair to all parties. We cannot order refunds or award compensation: only the courts can do that.
Stage 1
Our case workers decide whether your allegation raises an issue we can deal with. If the answer to that question appears to be 'yes', the matter is referred to the Investigating Committee (IC).
No decision is made at this stage about whether an allegation is true. The question we have to ask is, "Does this information appear to raise a question that needs to be looked into?"
Stage 2 – The Investigating Committee
The Investigating Committee (IC) considers the allegation, any comments from the dental professional, and any further comments from the person who made the allegation. All parties receive a complete copy of the paperwork*. The Committee then decides whether to refer the allegation to a Practice Committee for a full public inquiry.
If the IC decides there should be an inquiry they can, if necessary, refer the dental professional to the Interim Orders Committee (IOC) to consider whether to impose conditions or interim suspend until the inquiry has been held. If the IC decides not to refer a dental professional to the Practice Committee, they can send them a letter of advice or warning, or take no further action.
Stage 3 – Practice Committees
The Practice Committees are:
The third stage is a full public inquiry before a Practice Committee. These are public hearings where the Committee hears evidence and makes findings of fact. If any allegations are proved, the Committee then decides whether the registrant is unfit to practise and what action they should take. The Committee can take a number of steps. The most serious is to take the dental professional’s name off the Register. This means they are ’struck off’ and cannot practise. A dental professional has the right of appeal.
You may be needed as a witness at the hearing, which will mean giving formal evidence. Our solicitors will explain the process and will support you.
At each stage in our procedures, we will write to you to tell you what decision has been made about your concern. If you are not happy with the outcome, please let us know. We will try to explain the reasons for the decision and tell you what you might be able to do about it.
Anybody that is involved in a fitness to practise case may be asked to be a witness. A witness may need to make a statement or appear at a hearing to give evidence. Please refer to the Fitness to Practise Statement on providing witness care. A list of useful support organisations can also be found here.
* Except material containing sensitive health information.