Making a Complaint

Making a complaint about a Board Registered Chaplain

If a member of the public or a professional colleague has a concern that a UKBHC Chaplain or a member of a Chaplaincy Team may not meet the UKBHC standards and draws this to the attention of the UKBHC, we will investigate and where necessary take action to protect the public. In most cases concerns should be raised locally. The employer or chaplaincy team can often resolve these issues quickly. If the complainant feels that it is not appropriate to report directly to the employer or chaplaincy team the matter should be reported directly to the UKBHC.

The UKBHC Registrar is an Officer of the Board and is the Lead Officer Responsible for Professional Conduct and will administer and facilitate the process of receiving a complaint, liaising with all relevant parties, gathering evidence, preparing an allegation and case report, referring appropriate cases to the Screening Committee and disposing of a range of suitable cases himself.

The UKBHC will support complainants in making complaints and will ensure provision of readily available advice and information on how to access support services appropriate to the complainant’s needs.

Complaints may be made verbally or in writing and should also be accepted via any other method, for example, the telephone or electronically.

Complaints against Board Registered Chaplain should be made in writing using the Complaints Form (below) and sent to the Lead Officer for Professional Conduct, UKBHC, Box 105, Addenbrooke's Hospital, Cambridge, CB2 0QQ. A number of other documents relating to fitness to practice can also be found on that page of the website:

The referral form can be accessed at:

If an individual needs help in filling in this form or set out an allegation, advice and help can be obtained by contacting the Registrar.

If the complainant is unable to put their concerns in writing the Registrar will arrange for the concerns to be documented following a conversation with the complainant and assistance can be offered in the formulating of a complaint.

An acknowledgement of receipt of the complaint should be made within five working days.

The Lead Officer will decide how to deal with your complaint and keep you informed about this process which may take several months.  Usually as part of the investigation, we will send your complaint to the chaplain you are complaining about and ask them for their response to the complaint. You will be sent a copy of this response.  We might also ask for more information from you, from the person you are complaining about, or from other people related to the complaint.

When there is sufficient information, the complaint will be considered by a Complaints Committee who will decide if more investigation is needed, or whether there has been professional misconduct and what steps to take next.  You will be told what decisions the Complaints Committee has made.

Confidentiality and Consent to the use of information

In order to properly investigate your complaint we will need to use the information you provide us and send it to the chaplain you are complaining about.  The chaplain in responding to your complaint may provide us with additional information about you.  The complaints form asks for your consent to use information about you in this way.  This information will be kept private. It will be seen only by the people who are involved in investigating your complaint and will only be used for the investigation.

We might need to ask you or the chaplain for further necessary information about your complaint.  You can of course refuse to provide such information.  However, it may be difficult for us to investigate the complaint if you do.


Raising concerns or a complaint against the UKBHC Board.

Concerns or complaints against the Board may be made verbally or in writing and should also be accepted via any other method, for example, the telephone or electronically.

Complaints or concerns regarding the Board should be received by the Registrar as above and then should be initially considered by the Board Secretary and Board Chair. Where possible the involvement of the complainant throughout the consideration of their complaint will provide for a more flexible approach to the resolution of the issue. 

Acknowledgement of the concern/complaint.

A complaint or concern should be acknowledged within 5 working days of receipt, and indicate that a full response will be provided within 20 working days. Where these response times are not possible an explanation should be provided to the complainant.

UKBHC Complaint Form.pdf118.24 KB