Chiropractic Complaints Mediation Service
Independent complaint resolution support for patients and chiropractors.
The Chiropractic Complaints Mediation Service (CCMS) provides a free, independent and confidential way to help resolve concerns and complaints between patients and chiropractors.
CCMS is funded by the General Chiropractic Council as a pilot running from 1 September 2026.
Delivered by Nockolds Resolution, the service offers a constructive alternative to more formal processes, helping people have meaningful conversations, improve understanding and explore practical ways forward to resolve complaints.
Whether you are a patient with concerns about the care you have received, or a chiropractor seeking to resolve a complaint, mediation provides an opportunity to discuss issues in a safe, impartial and supportive environment.
Our Key Principles
- Independent
- Confidential
- Impartial
- Free to use
How to Refer a Complaint to the CCMS
You can share details of your complaint with us in a number of ways:
Telephone: 0333 091 5690
Email: contact@chirocomplaints.co.uk
Postal Address: CCMS, 6 Market Square, Bishops Stortford, Hertfordshire, CM23 3UZ
Before Contacting Us
Patients should raise their concerns directly with the chiropractor or practice in the first instance and allow them an opportunity to respond. Please click here for guidance on how to raise a complaint effectively and what to expect from your chiropractor.
If the complaint remains unresolved, mediation may be available to help both parties explore a constructive way forward.
What is Mediation?
Mediation is a dispute resolution process in which an independent and neutral mediator helps people discuss concerns, understand different perspectives and explore possible solutions.
The mediator does not decide who is right or wrong, make findings of fact or impose outcomes. Their role is to facilitate constructive discussions and support both parties in working towards a mutually acceptable resolution.
Mediation can help resolve complaints by :
- Improving communication and understanding
- Exploring concerns in a safe and confidential setting
- Clarifying misunderstandings
- Identifying practical solutions
- Compassionately and without bias
- The process can also rebuild the patient-professional relationship
swhere appropriate
For more information on how the CCMS can help, our process and the type of complaints that can be mediated through the scheme, please download:
- How we can help – for patients
- How we can help - chiropractors
Matters We Cannot Mediate
- Concerns involving a clear public protection risk, serious or repeated allegations, dishonesty, abuse, serious clinical concern, safeguarding concern, immediate risk to patients or the public, or matters likely to require formal Fitness to Practise investigation. This must be referred to the General Chiropractic Council (GCC) and you can raise your concern with them by clicking here.
- Complaints where mediation could compromise an ongoing investigation, delay urgent regulatory action, or create confusion about the GCC’s statutory responsibilities.
- Allegations involving illegal practice, misuse of protected title, failure to cooperate with the regulator, serious misconduct or information suggesting wider risk to patients or the public.
- Possible serious Clinical Negligence - if as a patient believes they have suffered significant harm as a result of negligent treatment and are entitled to compensation, you should seek independent legal advice from a solicitor specialising in clinical negligence.
- Complaints outside of our remit – such as where the practitioner is not regulated by the GCC, they are based outside of the UK. In these situations, we will direct you to another organisation better placed to assist.
- Historic complaints where the circumstances of the complaint or the final response from the Chiropractor was more than 12 months ago. The CCMS has a discretion to assist in these matters and a decision will be taken on a case by case basis.
What Outcomes Can Mediation Achieve?
Every complaint is different, and mediation allows the participants to shape and agree the resolution. Possible outcomes may include:
- An explanation
- An apology or acknowledgement
- Remedial action or communication
- A refund discussion where appropriate
- Clarification of treatment plans
- Agreement regarding future care or conduct
- Signposting, and
- Other proposals which both parties are willing to agree and bring matters to a close.
- We cannot award compensation, determine negligence, or adjudicate on complaints.
Benefits for Patients
Mediation provides:
- An opportunity to explain concerns in a supportive environment
- A chance to ask questions and receive answers
- Greater involvement in finding a solution
- A less formal and potentially less stressful process
- An opportunity to feel heard and understood
Many people simply want to understand what happened, have their concerns acknowledged and know that they have been listened to. Mediation can help facilitate those conversations and also reach a resolution of the complaint to bring matters to a close.
Benefits for Chiropractors
Mediation provides:
- An opportunity to explain decisions and actions
- A constructive environment for resolving concerns
- A chance to address misunderstandings before they escalate
- Support in rebuilding trust and professional relationships
- An opportunity to better understand a patient's experience
Participation in mediation should not be viewed as an admission of fault. The purpose of the process is to encourage constructive dialogue and understanding.
About Nockolds Resolution
Nockolds Resolution is a specialist healthcare complaints resolution provider with extensive experience in mediation, facilitated resolution and complaint management.
Our Resolution Managers have considerable experience supporting patients, consumers, healthcare professionals and organisations to resolve concerns in a fair, constructive and proportionate way.
We are committed to delivering an independent, professional and accessible service that helps people move forward through dialogue, understanding and resolution.