GCC · Patient Complaints Guide
A Patient Complained to the GCC: What Chiropractors Must Do
Learning that a patient has complained to the GCC is one of the most unsettling moments in a chiropractor's career, and the first steps taken afterwards often shape the whole outcome. The General Chiropractic Council (GCC) must investigate any complaint made about a registrant, so once a patient has complained to the GCC, a formal process begins.
This guide explains what happens when a patient has complained to the GCC, what chiropractors should do, how the Investigating Committee decides, and what outcomes are possible.
What Happens When a Patient Has Complained to the GCC?
Once a patient has complained to the GCC, it reviews the information carefully before deciding whether to begin an investigation. Anyone can raise a concern, including patients, colleagues and the police. The GCC's investigation process works broadly as follows:
- The GCC reviews the complaint and tells the person who complained to the GCC what will happen next, within seven days.
- The chiropractor is notified in writing and given a copy of the complaint and the chance to respond.
- The GCC investigates, gathering the information needed to understand the allegation.
- The Investigating Committee, made up of chiropractors and lay members, decides whether there is a case to answer, and gives reasons.
- If fitness to practise may be in question, the case is referred to the Professional Conduct Committee or the Health Committee for a formal hearing.
Complaints can involve unacceptable professional conduct, professional incompetence, health, convictions or cautions. Where a patient has complained to the GCC about treatment, the regulatory question is about professional standards and conduct, not about clinical technique.
What to Do When a Patient Complains?
The most important step when a patient complains, or has complained to the GCC, is to stay calm and take independent advice before replying to anyone. Chiropractors should:
- Contact your professional indemnity insurer, professional body or a regulatory solicitor straight away.
- Do not alter, add to or remove anything from patient records after the complaint.
- Read the complaint carefully and respond honestly and by the deadline set, especially if the patient has complained to the GCC directly.
- Avoid pressuring the patient or arguing the case with them directly.
- Keep practising safely, and comply fully with any order the GCC imposes.
- Start recording what you have learned and what you would do differently.
When a patient has complained to the GCC, the first response is often one of the most important stages of a case. Practices and associations supporting several chiropractors through complaints can review our bulk-buy offer for group access.
Can a Chiropractor Be Suspended Before the Outcome?
Usually a chiropractor can continue working while an investigation is carried out after a patient has complained to the GCC. However, if a complaint raises an immediate concern for the protection of the public, the Investigating Committee can hold an interim suspension hearing, and the GCC can refer a case for one at any point during an investigation. An interim order is a precaution, not a finding of guilt.
If you are worried about an interim suspension hearing, it helps to know what the committee considers and how long an order can last. Our guide sets out the test, the possible orders and how to respond.
Possible Outcomes After a Hearing
A hearing is a formal proceeding before the Professional Conduct Committee or the Health Committee, usually with three members, one of whom is a chiropractor, and an independent barrister giving legal advice. The committee decides whether the chiropractor is guilty of unacceptable professional conduct or professional incompetence. The purpose of any sanction is to protect the public, not to punish. The GCC's hearings page explains how hearings work.
| Outcome | What it means |
|---|---|
| Admonishment | A formal reprimand, with registration continuing unaffected |
| Conditions of practice | Registration continues, but with restrictions the chiropractor must follow |
| Suspension | Registration is suspended and the chiropractor cannot practise for the period set |
| Removal | The chiropractor's name is removed from the register |
In its 2022 report, the GCC said it received 53 complaints about chiropractors, ten cases were referred for Professional Conduct Committee hearings, and five chiropractors were found guilty of unacceptable professional conduct. Many matters where a patient has complained to the GCC therefore end before the final stage.
Showing Insight and Remediation
Whatever the stage, how a chiropractor responds can matter as much as the original concern. After a patient has complained to the GCC, a well-evidenced reflection on what happened, supported by relevant training and honest engagement, shows professionalism and a low risk of repetition.
Putting reflection into writing is often the hardest part of responding once a patient has complained to the GCC. Our guide shows how to structure a reflective statement that is specific, honest and backed by evidence of change.
Many chiropractors also use our CPD certified and accredited remediation courses to build structured learning on professionalism and ethics for their file.
Conclusion
When a patient has complained to the GCC, the process is structured, staged and designed to protect the public rather than to punish. Taking advice early, responding honestly, protecting your records and building evidence of insight give chiropractors the best chance of a proportionate result. Many complaints are closed before a hearing, and the process is designed to be fair, with committees that include chiropractors and lay members. Whenever a patient has complained to the GCC, act promptly, stay professional and keep a clear record of what you have learned.
Key Takeaways
- Which course should I take for a GCC complaint or investigation? Match the course to the allegation — Which course do I need? lists them by concern; for chiropractors, the GCC ethics and GCC professionalism courses follow the GCC Code of Professional Practice.
- Will a course help my GCC investigation? A course is evidence of insight and remediation, which the GCC Investigating Committee look for — strongest with a written reflection and changes in your practice. No course can guarantee an outcome.
- When should I send the certificate and reflection to the GCC? With your written response, before the GCC Investigating Committee decide — or before the GCC Professional Conduct Committee or a review if the case has gone further.
- Can I finish the course before my deadline, and is it CPD accredited? Yes — it is online and self-paced with a certificate on completion, and CPD certified and accredited by The CPD Certification Service, counting towards your GCC CPD.
Frequently Asked Questions
How to Handle a Complaint from a Patient?
Take independent advice first, do not alter records, and respond honestly and on time. If the patient has complained to the GCC, read the complaint carefully, avoid contacting the patient to argue the case, keep practising safely and start recording your reflections.
Can a chiropractor keep working after a patient has complained to the GCC?
Usually, yes. A chiropractor can normally continue practising while an investigation is carried out, unless the Investigating Committee decides an interim suspension is needed to protect the public. An interim order is a precaution, not a finding.
Does every complaint to the GCC lead to a hearing?
No. The Investigating Committee reviews the information and may decide there is no case to answer. Only cases where fitness to practise may be in question are referred to the Professional Conduct Committee or the Health Committee.
Who can complain to the GCC about a chiropractor?
Complaints can come from patients, members of the public, colleagues or the police. Once someone has complained to the GCC, the GCC reviews the concern and writes to the chiropractor with a copy of the complaint.
What can the GCC do if a complaint is upheld?
If a committee finds a complaint well founded, it can admonish the chiropractor, impose conditions of practice, suspend registration or remove the chiropractor from the register. The aim is to protect the public rather than to punish.
This guide is for general information and educational purposes only and does not constitute legal advice. For advice specific to your situation, contact a specialist regulatory solicitor, your professional body or your professional indemnity insurer.
The CPD courses linked from this guide, How to Deal with a Complaint or Investigation, Module on Insight and Professionalism and Professional Standards for Chiropractors, are by Probity & Ethics, written by Dr Shehzad Iqbal, CPD certified and accredited by The CPD Certification Service (provider no. 13197) and offered since 2020.
