Comments, compliments and complaints

Initial concern/informal complaint 

If our service hasn't met your expectations, please give initial feedback to the RCOT colleague involved or their line manager and explain what action you'd like to see. This helps us put things right as quickly as possible and we can then improve our systems and processes for the future. 

Formal complaint 

If you're still dissatisfied with the outcome, you can make a written formal complaint using our form.

Alternatively, you can write to us at:  

Membership Engagement & Insights
Royal College of Occupational Therapists
Phoenix House 
106-114 Borough High Street 
London SE1 1LB 

If you need a different way to get in touch with us, please let us know at yourviews@rcot.co.uk. 

What we need to know from you 

In your summary of the complaint, please let us know: 

• who has been involved so far 
• what has/hasn't been done 
• why you aren't satisfied with the outcome 
• how you'd like to see the matter resolved. 

Complaints must relate to our services. If you have a complaint about an RCOT member, please contact the Health & Care Professions Council (HCPC) or the member's employer.

Acknowledgement 

You'll receive automatic acknowledgement if you submit a complaint using our web form. For all other methods, we'll acknowledge your complaint within two working days. 

Response 

We'll investigate your complaint and you'll receive a full response within 15 working days. If we're unable to respond within that time, we'll share a new date with you. 

Our response will tell you: 

• the outcome of our investigation 
• the reasons for the outcome 
• any remedial action we've taken. 

Dissatisfied with the complaint response? 

If you are dissatisfied with the response you receive, please let us know either through the web form, via email at yourviews@rcot.co.uk or by post within 20 working days. 

Your complaint will be escalated to our Senior Leadership Team, who'll consider if the first review: 

• addressed your complaint issues 
• was thorough and fair 
• improved shortfalls in service. 

Final response 

Our Senior Leadership Team will respond to you within 10 working days or explain why we can't meet this timescale with a new date. This response will be our final response to your complaint. 

We also welcome compliments and other comments from our members, recognising the importance of celebrating and recognising what we do well. 

Please send your compliments or comments to us using our web form.

Alternatively, you can write to us at:  

Membership Engagement & Insights 
Royal College of Occupational Therapists 
Phoenix House
106-114 Borough High Street 
London SE1 1LB 

If you need a different way to get in touch with us, please let us know at yourviews@rcot.co.uk.

Compliments will be shared with RCOT colleagues to highlight good practice.