A complaint may come from a member of the public, a BANT colleague or another health professional. When considering complaints, BANT takes into account the standards of conduct, performance and professional practice as set out in the Complementary and Natural Healthcare Council (CNHC) Code of Conduct, Performance and Ethics and the BANT Professional Practice Handbook. The PPC will act impartially, and make recommendations based solely on the facts and circumstances of each individual case. This guidance document will explain the complaints procedure.

What is a complaint?

A complaint may come from:

  • A member of the public
  • A BANT colleague
  • Another health professional

The complaint must be made in writing

A Complaint Form must be completed by the complainant with all the relevant details of the complaint and sent to:

Professional Practice Committee (PPC)
BANT
27 Old Gloucester Street
London
WC1N 3XX

A copy of the complaint can be submitted electronically provided the form is scanned and signed. In this case the forms should then be sent to BANT administrator at [email protected]

Determine the nature of the complaint

When considering complaints, BANT takes into account the standards of conduct, performance and professional practice as set out in the Complementary and Natural Healthcare Council (CNHC) Code of Conduct, Performance and Ethics and the information in the BANT Professional Practice Handbook.

The CNHC Code of Conduct, Performance and Ethics is available on the CNHC website.

The BANT Professional Practice Handbook is available from the Members only section on the BANT website.

The PPC will act impartially, and make recommendations based solely on the facts and circumstances of each individual case. The full role of the PPC is set out here:  Professional Practice Committee members

Formal investigation of the complaint

The formal Complaints Procedure will only be initiated by the PPC on receipt of the completed and signed BANT Complaint Form. The initial letter and completed BANT Complaint Form will be acknowledged directly by the PPC (either in writing or by email) and also copied to you the BANT practitioner. The PPC will inform both you and the complainant that a formal investigation is to be undertaken.

It will also be necessary at this stage for the PPC to inform the CNHC of the complaint.

As the BANT practitioner you must inform your insurers when you receive a complaint against you.

Contact with the BANT practitioner by PPC

The PPC will invite you to respond, within 16 days, giving a detailed written explanation of your side of events along with any supporting documentation.

The PPC may request the attendance of either party at a meeting in order to provide further information.

If you do not respond within 16 days you may not be able to put your case forward in the investigation.

On receipt of the written submissions from you, the PPC will consider the complaint in full.

Decision in writing from PPC

The PPC can decide that:

  • more information is needed;
  • there has been a breach of the CNHC Code of Conduct, Performance and Ethics, and /or the BANT Professional Practice Handbook;
  • there has been no breach of the CNHC Code of Conduct, Performance and Ethics and /or the BANT Professional Practice Handbook (in which case the complaint does not need to be taken any further).

As the BANT practitioner concerned you will then be given a further 16 days for appeal against the decision, followed by a reconsideration of the case by the PPC. Thereafter you and the complainant will be informed, in writing, of the PPC’s decision. The PPC will give reasons for the decision they make.

Disciplinary action required

Should the PPC consider that you should be disciplined in any way, the PPC will inform you in writing and the BANT Disciplinary Procedure will then be followed.

No further action required

The PPC will notify you and the complainant as soon as possible if a conclusion is reached that no further action is necessary.