Complaints and Candour Response Guide
HTML edition updated 9 September 2026. This is an educational planning aid, not an official application form or individual advice.
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GMC & PROFESSIONAL REGULATION | PRACTICAL WORKBOOK
Complaints and Candour Response Guide
Prepare an accurate and compassionate account while keeping the complaint, incident, candour and legal routes distinct.
What this resource contains
Six structured preparation stages
Private writing space and review prompts
Process, deadline and confidentiality safeguards
Important
Independent general guidance. It does not replace clinical, employment, regulatory, immigration or legal advice. Do not include patient-identifiable or unnecessary colleague-identifiable information in worksheets.
Author: Dr N Aziz
Published and reviewed: 7 September 2026
Before you write
Use this on a trusted device or paper copy. Record references rather than copying patient-identifiable or privileged material. Nothing in this workbook is sent to SAS Doctors Review.
1. Route and jurisdiction
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Which UK nation and complaints framework applies?
Complaint, incident review, duty of candour or claim?
Who owns the organisational response?
What is my role and deadline?
2. Establish the record
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Contemporaneous clinical record
Policies and systems in force
Sequence of decisions
Information known at each point
Team and system contributions
3. Explain with care
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Acknowledge experience and impact
Answer the question actually asked
Separate fact from recollection
Use plain language
Avoid defensiveness and unsupported blame
4. Candour
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Who leads the statutory or professional candour process?
What has been explained?
Apology expressed appropriately
Follow-up and records
Advice where civil or regulatory risk overlaps
5. Learning and action
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Immediate correction
Individual learning
Team or system improvement
Named owner and due date
How effectiveness will be checked
6. Final quality check
Complete only what is relevant. Use neutral, factual language and confirm process-specific advice.
Accurate and proportionate
Patient confidentiality protected
Consistent with other formal accounts
Reviewed by appropriate adviser
Submission route confirmed
Action summary
What must happen today?
Which adviser will I contact, for which process?
Which restrictions and deadlines have been independently confirmed?
Do not let one route obscure another
An internal grievance or appeal does not normally stop an external legal deadline. A regulatory adviser does not automatically represent an employment claim, and a wellbeing service does not provide legal advice.
Sources and disclaimer
Use the current GMC, MPTS, national NHS, Acas or Labour Relations Agency source and the correct local policy before acting. Processes, time limits and service eligibility change.
Independent general education
This workbook does not calculate a deadline, assess credibility, predict a regulatory outcome or replace individual legal, employment, regulatory or clinical advice.