Handling complaints: sharing the registrant’s response with the complainant
December 2009 good practice report
This report arises from a finding in the 2008/2009 Performance Review which found there was variation across the regulators about sharing the registrant’s response to a complaint with the complainant.
The report found that the benefits to sharing the response outweigh the risks, as it can help to bring information to light, establish an accurate record of events to decide if a case should proceed to a fitness to practise hearing and lead to the early resolution of a case by providing clarification to the complainant.
While there are circumstances when a response would not be shared in full, there should be a presumption of sharing and registrants should be informed of this at the outset.