Concerns & Complaints
Our Concerns & Complaints Policy shows the steps to follow if you need to raise any concerns or complaints about:
- an AHCS Registrant;
- the AHCS, its processes (excluding the equivalence process) or any staff member;
- the equivalence process or equivalence outcome;
- the outcome of an Accreditation visit
you should in the first instance complete this AHCS Concern & Complaint Form and send it to
We will review the Form within 3 working days of receiving it, and then follow one of the following processes below:
Process for dealing with concerns about an AHCS Registrant
We protect patients and the public by investigating any concerns you have about an AHCS registrant. Anyone can raise a concern about a registrant including patients, members of the public, employers, the police or other organisations.
Once we have reviewed your AHCS Concern & Complaint Form and see that your concern is about an AHCS Registrant’s competence or Registrant’s practice, we will ask the Regulation team to carry out an investigation in accordance with the Fitness to Practise process.
It is important that you read the information and guidance on the following pages to help you to understand the pre-investigation and Fitness to Practise process and how we can support you.
Process for dealing with concerns about the AHCS, a staff member or a process (excluding equivalence)
We always aim to be open and honest in our communications and try to ensure that we respond in a timely manner to any contact you have with us. We benefit from exploring your feedback and the lessons learned, to enhance our work and ensure continuous improvement.
Once we have reviewed your AHCS Concern & Complaint Form and see that your concern is about us, or one of our processes, or one of our members of staff, we will appoint a dedicated Case Officer who will be responsible for managing the investigation until the process reaches a conclusion.
It is important that you read the AHCS Complaints & Concerns about the Academy Process document to help you understand this process.
Process for raising concerns about the Equivalence Process or an Equivalence Outcome
You can appeal a decision regarding the outcome of an equivalence application where you believe that a procedural irregularity or administrative error has occurred. You cannot appeal to challenge the judgement of the equivalence assessors because you believe that you deserve a different outcome. You can also make a complaint about the standard of services provided at any point during the processes related to the AHCS equivalence functions. The AHCS recognises that, on occasion, there will be legitimate complaints which individuals will wish to raise.
Once we have received your AHCS Concern & Complaint Form and see that your concern is about equivalence functions, we will refer your concerns to the Equivalence team, who will investigate in line with the AHCS Appeals and Complaints Process for Equivalence Applications
Process for raising concerns about Programme Accreditation
An education provider can appeal a decision regarding the outcome of an accreditation visit based on the reasonable belief that a procedural irregularity or administrative error has occurred. The AHCS is concerned to address any such occurrences and learn from them.
The appeal can only be made on the grounds that you, as an education provider, believe that an irregular procedure or improper conduct occurred during the submission, assessment, or ratification of an accreditation visit. This could include:
- the correct process not being followed.
- the education provider not being informed of any delays.
- accreditation visit panel not following process and considering all the evidence base.
An education provider cannot appeal to challenge the judgement of the accreditation visit panel or appeal on the basis that they believe they deserve a different outcome.
Once we have received your completed AHCS Concern & Complaint Form and see that your complaint is about programme accreditation, we will refer your complaint to the Accreditation Team, who will investigate in line with the AHCS Appeals and Complaints Process Programme Accreditation
Information Management – Retention and Disposal of Data Policy
UK GDPR 2020 and the Data Protection Act 2018 specify that personal data shall be kept for no longer than is necessary for the purposes for which the personal data are processed. Personal data may be stored for longer periods where it processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes. The retention periods for all AHCS records are stated in the Information Management – Retention and Disposal of Data Policy. This Policy relates to complaint and fitness to practice documentation.
