RCR complaints procedure

Intention statement

The RCR provides services for and deals with a wide range of enquiries from doctors, trainees, patients, members of the public and others. We hope to consistently provide the level of service that you have a right to expect. If you feel we have not done that then we want to know about it - so that we can put things right and so that we can improve our systems and processes for the future.

Scope

We are happy to look at complaints or comments about the services that RCR provides, including concerns about how personal data has been collected, used, stored, or shared.

Please note that we are unable to accept any complaints or concerns about the professional practice of one of our members; these should be directed to the General Medical Council. You may also wish to speak to the relevant NHS Trust about your concerns. The RCR cannot investigate or comment on these matters.

A complaint can be about any aspect of the service that RCR provides. However, there is a separate Appeal policy and procedure for FRCR and DDMFR exams. It is not intended that this complaints process reviews the outcome of that process and nor is it a replacement for it. As such, we will not accept any appeals about the FRCR or DDMFR exams under the complaints process.

Process

We have a three-stage process, as set out below.

1. Informal stage

2. Formal stage

3. Appeal

1. Informal stage
We aim to resolve problems informally, where possible, at the point they are first raised. Where there is a problem, please contact the person that provided the service, or that team’s manager, and explain why you are unhappy and what outcome you would like. We will aim to resolve this as swiftly as possible.

If you are unhappy with the response you receive, you can make a formal complaint.

2. Formal stage
Formal complaints will be acknowledged within five working days of receipt and will be considered by a member of the Senior Management Team.

You can make a formal complaint by email, post, through our website, or by contacting a member of RCR staff. Complaints received through social media or other informal routes will be acknowledged and directed to the appropriate process where necessary. It would be helpful if you could let us know:

• The nature of the complaint

• Who has been involved so far

• What has and has not been done

• Why you are not satisfied with the outcome

• How you would like to see the matter resolved

Please send your complaint to:

Post: Chief Executive
The Royal College of Radiologists
63 Lincoln's Inn Fields
London WC2A 3JW

Email: [email protected]

If you need help making a complaint, or are unable to put your complaint in writing, please contact us on 020 7406 5952 to discuss alternative ways to let us know your concerns.

We aim to let you have a full response within 30 working days of receipt. We will let you know if we are unable to meet this deadline and provide you with an estimate of when you should expect a response. While we would always like to provide a substantive reply within this timeframe, please be aware that some complex issues may take longer.

If the complaint concerns the Chief Executive, then an Officer will consider the formal complaint.

In most instances we hope that the matter can be satisfactorily resolved at this stage. However, should you feel that the response to your formal complaint has not taken all relevant matters into consideration or that the resolution offered does not address the problem then you may wish to request an appeal.

3. Appeal 
Appeals will be considered by an Officer of the College.

If you wish to appeal the process or proposed resolution of your formal complaint, we ask that you put in writing the grounds for your appeal. This should set out why you believe relevant matters were not taken fully into consideration, or how the proposed outcome does not resolve the matter. It would be helpful if you can indicate the outcome you would like to see.

If you are unable to put your appeal in writing, please contact us to discuss alternative ways to let us know your concerns.

We will acknowledge all requests for an appeal within five working days, and let you know how we intend to proceed with the appeal request within 30 working days. We may wish to invite you to submit further written evidence or invite you to speak with us.

If the appeal is about or involves the President, then a Vice President will consider the appeal.

Please note that the appeal is the final stage in our complaints process. The outcome of the appeal will be our final decision. You may ask for your complaint to be withdrawn at any time in the process.

RCR welcomes feedback from its stakeholders, and we aim to learn and improve from the process. We will review complaints on a regular basis and report to trustees on themes and issues.

Data

The RCR is committed to processing data in accordance with its responsibilities under UK data protection legislation.

If you have concerns about how your personal data has been collected, used, stored or shared, you may raise this with our Data Protection Officer.

In the event of a personal data breach, the RCR will assess the risk to individuals’ rights and freedoms, and where appropriate, report this breach to the Information Commissioner’s Office (ICO).

If you are unhappy with how we have handled your personal data, you also have the right to lodge a complaint with the ICO.

Complaints relating to personal data will follow this procedure, with input from the Data Protection Officer where appropriate.

Data protection complaints are subject to statutory timelines and will be acknowledged within your 30 days.

We will investigate complaints relating to personal data without undue delay, make appropriate enquiries, and keep you informed of progress until the matter is resolved.

We will provide a clear outcome to your complaint, including any actions taken and your right to escalate the matter to the Information Commissioner’s Office.

* This procedure will be reviewed earlier if required following changes to legislation, regulatory requirements, Information Commissioner's Office guidance, or College governance arrangements.