A complaint has been made about me

The role of the RCVS in responding to complaints

If a complaint has been made about a veterinary professional, it is our responsibility to investigate it. For both veterinary surgeons and veterinary nurses, we follow the same three-stage process, but with appropriate professional peers responsible for overseeing the investigation.  

We understand that if a complaint has been made against you, it can be a worrying time. We aim to be fair and transparent in our investigations and to work quickly and thoroughly to resolve the complaint.

What kind of complaints do we deal with?

We only deal with the kind of concerns that call into question the vet or vet nurse’s fitness to practise. These kinds of complaints are the ones that suggest the behaviour of the vet or vet nurse has fallen far short of the expectations of veterinary professionals and might include:

The three-stage process

Stage 1

The first stage is for a preliminary investigation committee (Stage 1 PIC) to investigate the complaint.  

For complaints against vets, this committee will have at least three members, including one vet, one lay member and one other.  

For complaints against vet nurses, the PIC will include either one vet nurse, one vet and one lay member, or two vet nurses and one lay member.

Once it has gathered its information, the Stage 1 PIC will meet to consider the matter and decide whether it can be closed (with or without formal advice). We will write to you to explain the decision.

If the Stage 1 PIC decides that your case cannot be closed at that point, the matter will be progressed to Stage 2 for further investigation. Only around 20% of all concerns raised with us are progressed beyond Stage 1.

Stage 2

The Stage 2 Preliminary Investigation Committee (Stage 2 PIC) will consider all the available information. They may request more details such as expert reports or detailed witness statements, before deciding whether to refer your case to Stage 3 – a public Disciplinary Committee hearing.

If the Stage 2 PIC decides that it’s unlikely your conduct could affect your fitness to practise, it has three options. It can:

• close your case with no further action,
• close your case and issue you with formal advice, or
• refer your case to the Charter Case Committee for a warning.

If the Stage 2 PIC considers that your conduct could affect your fitness to practise and that it is in the public interest for it to do so, the case will be progressed to Stage 3. Only a small percentage of complaints reach Stage 3.

Stage 3

A Disciplinary Committee (DC) hearing is ordinarily held in public, similar to a court. The committee decides whether you are guilty of serious professional misconduct and will face formal action.

The DC may call relevant witnesses to give evidence. There are two possible outcomes:  

• No. We will write to you and let you know the outcome and the reasons for the decision.
• Yes. If you are found guilty of serious professional misconduct, you may:
  • be removed from the Register,
  • be suspended for up to two years, or
  • given a formal reprimand.

The DC may also decide to postpone judgment for up to two years.

How we gather information

Each complaint investigation will be assigned a case manager. It is this person’s responsibility to gather the relevant information about the complaint. They will gather information from:

• You
• Your colleagues
• Any other vets or vet nurses who have treated the animal concerned
• Anyone else who may know about the incidents raised

The case manager can ask for information over the phone or in writing. While it may be quicker to talk on the phone, it is important that you feel comfortable sharing information and having it recorded in this way. You should also have the option of seeking advice from your professional indemnity insurers or a legal adviser. If at any point during a telephone call the case manager feels that you should seek advice, they will stop the conversation.

How to get support

Whether the process is wrapped up within six months or continues to a full Disciplinary Committee hearing, we know it can feel like a long time if you’re the one being investigated.  

As a compassionate regulator, we believe that members of the professions should be able to get appropriate emotional support throughout the process.

The appeals process

If you are unhappy with the outcome of the complaints process, your case manager can provide a detailed explanation of the investigation’s findings.

If this is not enough, you can write to the Head of Professional Conduct and the Chair of the Preliminary Investigation Committee to request that they consider your concerns.

You will need to state the reasons for your request and detail any new or relevant information. If you are still dissatisfied with their response, you can pursue your concerns through the courts by seeking a judicial review of the decision.