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The Chiropractic Complaints Mediation Service (CCMS) is an independent Alternative Dispute Resolution (ADR) pilot funded by the General Chiropractic Council and designed to help patients and chiropractors resolve complaints in a fair, confidential and constructive way.

CCMS provides an opportunity for both parties to discuss concerns, improve understanding and work towards a mutually acceptable outcome, without the need for more formal proceedings.

Before a complaint can be referred to CCMS, the patient must first raise their concerns directly with the chiropractic practice and allow the practice's complaints procedure to be completed.

If the complaint remains unresolved after the practice complaints process has concluded, an application can be made to CCMS.

CCMS will review the application to ensure that:

If the complaint is not eligible, we will explain why and, where appropriate, signpost alternative options.

Where a complaint is accepted, both the patient and the chiropractor will be asked to sign an Agreement to Mediate.

This agreement confirms that both parties understand the process and consent to participating in mediation.

An independent and impartial Resolution Manager will work with both parties to:

The mediator does not make decisions or take sides. Their role is to support both parties in reaching their own resolution.

If an agreement is reached, the outcome will be recorded, a Mediation Agreement will be signed and the case will be closed.

Where mediation does not result in an agreement, the mediation will be concluded and both parties will be informed of any further options that may be available.