Independent pilot scheme to provide early mediation of patient complaints launches on 1 September 2026.
Bishop’s Stortford, UK – Nockolds Resolution is pleased to announce the launch of the Chiropractic Complaints Mediation Service (CCMS), a new independent mediation service being piloted in partnership with the General Chiropractic Council (GCC) from 1 September 2026.
The seven-month pilot will run until 30 April 2027 and will provide patients and chiropractors with access to an impartial, confidential and resolution-focused service designed to address appropriate complaints and concerns at an early stage. The pilot has been established to explore whether independent mediation can help resolve suitable concerns more quickly and effectively, in a way that is fair, proportionate and maintains public confidence in the profession. Complaints requiring further regulatory investigation will continue to be managed through the GCC’s established regulatory processes.
How the Service Will Work
- Review and assessment of complaints to identify matters suitable for mediation and those requiring regulatory investigation.
- Confidential mediation between patients and chiropractors.
- A non-judgemental process focused on resolution rather than blame.
- Opportunities for reflection, learning and service improvement.
- Insight reporting to identify themes, trends and opportunities for professional development.
Through mediation, parties will be encouraged to explore practical outcomes including explanations, apologies, improved communication, reflections on practice and mutually agreed actions aimed at restoring confidence and trust.
Supporting Patients and Practitioners
Drawing on Nockolds Resolution’s experience delivering independent mediation services within healthcare regulation, including the Optical Consumer Complaints Service and Veterinary Client Mediation Service, the CCMS pilot will evaluate whether independent mediation can help resolve appropriate concerns earlier and more effectively. Developed in partnership with the GCC, the pilot will explore whether mediation can provide a fair, proportionate and constructive route for resolving suitable concerns while maintaining public confidence and professional standards. Concerns that require formal regulatory investigation will continue to be handled through the GCC’s existing regulatory processes.
Jennie Jones, Director and Head of Nockolds Resolution, said:
“We are delighted to be launching the Chiropractic Complaints Mediation Service in partnership with the General Chiropractic Council. Using our experience across healthcare regulation, we are pleased to be working with the GCC and the chiropractic community to evaluate whether mediation can provide an effective way of resolving concerns, restoring trust and helping all parties move forward positively.
This pilot represents an exciting opportunity to explore how an independent, confidential and resolution-focused service can benefit patients, chiropractors and the wider profession, while helping the GCC assess whether mediation can provide an effective and proportionate complement to existing regulatory processes and support public confidence in chiropractic care.”
GCC Welcomes New Pilot Initiative
Nick Jones, Chief Executive and Registrar, General Chiropractic Council, said:
“The launch of the Chiropractic Complaints Mediation Service is an important opportunity to explore how an independent, mediation-based approach could help resolve suitable concerns more quickly and effectively for both patients and chiropractors.
We are committed to ensuring concerns are handled fairly, proportionately and in a way that supports public confidence in the profession. This pilot will help us understand how mediation can provide an additional route for resolving appropriate concerns at an earlier stage, complementing rather than replacing our existing regulatory processes.”
Hannah Fellows, Director of Fitness to Practise, General Chiropractic Council, said:
“The mediation pilot presents an opportunity to address a need that is not currently fully met through existing processes. For some patients and chiropractors, what they are seeking is an early, constructive conversation that helps resolve concerns and rebuild understanding, rather than a formal regulatory investigation. Mediation could provide a more flexible and collaborative way of resolving suitable concerns, while ensuring that issues that raise questions about patient safety, professional standards or fitness to practise continue to be managed through the GCC’s established procedures.
Through this pilot we hope to gain valuable insight into how mediation could improve the experience of those involved, support earlier resolution where appropriate, and contribute to a more proportionate approach to managing concerns whilst maintaining public protection.”
Further Information
Nockolds Resolution is a division of Nockolds Solicitors. Nockolds Resolution specialises in independent dispute resolution and mediation within regulated sectors. Nockolds Resolution is an Approved ADR Body under the ADR Regulations (overseen by the CTSI).
For further information & media enquiries, contact sueclark@nockolds.co.uk.
To contact the CCMS:
Chiropractic Complaints Mediation Service – Complaint Form – Fill in form
Telephone: 0333 091 5690
Email: contact@chirocomplaints.co.uk
About the General Chiropractic Council (GCC)
The General Chiropractic Council (GCC) is an independent statutory body for the chiropractic profession. Established by the Chiropractors Act 1994, the GCC’s purpose is to protect, promote and maintain the health, safety and wellbeing of chiropractic patients and the public. The GCC regulates chiropractors across the UK and sets the standards of education, conduct and practice expected of registered chiropractors. The GCC is the smallest of the ten healthcare regulators overseen by the Professional Standards Authority. As of 1 August 2026, there were 4,222 chiropractors on the GCC Register.