The types of complaints against members we can consider

ISRM’s complaints process is not intended to be punitive. It is designed to promote good practice and instil public confidence.
Anyone with a complaint about a member should first try to resolve this locally. Many complaints can be resolved appropriately at that level.
We can only consider complaints about someone’s “fitness to practise”.
To be “fit to practise” a therapist must have the health and character, as well as the skills and knowledge, to work safely and effectively in their therapy.
ISRM sets out the standards expected of our members in its Code of Ethics Conduct and Practice 
The types of complaints that we can consider are those where a practitioner’s “fitness to practise” is brought into question by:

• misconduct: examples of this might include, working under the influence of alcohol, having sexual relationships with clients, not communicating well enough with clients.
• a lack of competence (not having the required skills and knowledge)
• a caution or conviction for an offence in the UK (or somewhere else for an offence that would be a crime if it were committed in the UK). Examples of such offences might include theft, violence, child pornography
• physical or mental health problems

The types of complaints we cannot consider

• complaints against therapists who are not ISRM members
• incidents that took place more than two years ago
• complaints about clinics or hospitals. We can only consider complaints about individuals

The Complaints Process   CLICK HERE if you wish to make a complaint

Anyone who wishes to make a complaint about an ISRM member must submit their complaint online here link to http://www.theisrm.com/contact_us.php or in writing to The Senior Director. ISRM. 28 Station Parade, London NW2 4NX.
When we receive a formal complaint against a member, it is investigated in three stages:
1. Is the complaint within the remit of the ISRM? 
The complaint will be reviewed by a Senior Director. If it is not within the remit of the ISRM, the Complainant will be told why and will be advised, wherever possible, where to direct their complaint.
2. Investigating Committee 
If the complaint is within the remit of the ISRM it will be referred to an Investigating Committee. Both the Complainant and the Member will be given information about the process that is to be followed.
The Member will be told the nature of the complaint and will be advised to make a preliminary written response.
If further evidence is required, this will be requested from the relevant parties, and all case papers referred to the Investigating Committee.
The primary task of the Investigating Committee is to consider, on the basis of the information before them, whether in their opinion there is a realistic prospect of a finding of impairment in relation to the complaint.
3. Conduct and Competence Panels / Health Panels 
If the Investigating Committee takes the view that there is a realistic prospect of a finding of impairment then the matter will be referred to either a Conduct and Competence Panel or a Health Panel (where the case relates to the health of the Member).
Each panel will normally have at least 3 members. At least one of these will be someone who has understanding of the area of the case which is under consideration, and at least one will be a lay member. The Panel may appoint expert legal, medical or registrant advisors if they wish.

Conduct & Competence Panels

Conduct and Competence panels are held in public. They are adversarial in nature and follow accepted procedures for the examination of evidence.
An ISRM Case Manager will gather as much evidence as possible, including witness statements from the Complainant and other relevant parties.
The Member will be invited to obtain written evidence and witness statements which they wish to rely on at the hearing.
At the hearing both sides will have the opportunity to provide evidence and call witnesses.
The Panel may decide:

• The case is not well-founded and is dismissed 
  or
• The case is well-founded and each side will be invited to make representations before the Panel retires to decide what sanctions it will impose, if any.

The panel may decide to do nothing. However, if sanctions are appropriate, the Panel has the following options:

• To issue a Caution for a period between 1 and 3 years
• To issue a Restriction of Practice order for a period between 1 and 3 years
• To suspend the Member for a period up to two years
• To terminate membership.

Health Panel

Health Panel hearings are held in private.
An ISRM Case Manager will gather as much evidence as possible in relation to the Member’s health, with the Member’s consent. They may also arrange for independent medical examiners to see the Member and write reports for the Panel.
The Case Manager will also obtain witness statements from the Complainant and other relevant parties.
The Member will be invited to obtain written evidence and witness statements which they wish to rely on at the hearing.
At the hearing both sides will have the opportunity to provide evidence and call witnesses.
The Panel may decide:

• The case is not well-founded and is dismissed 
  or
• The case is well-founded and each side will be invited to make representations before the Panel retires to decide what sanctions it will impose, if any.

The panel may decide to do nothing. However, if sanctions are appropriate, the Panel has the following options:

• To issue a Caution for a period between 1 and 3 years
• To issue a Restriction of Practice order for a period between 1 and 3 years
• To suspend the Member for a period up to two years
• To refer the case to a Conduct and Competence Panel who have a further sanction available to them, which is to terminate membership.

Appeals and Re-Registration

Appeals

A Member can appeal against the decision(s) of a Health Panel, a Conduct and Competence Panel. All appeals must be lodged within 28 days of the date of the hearing at which the decision was made.

Applications for Restoring membership

A Member whose name has been removed from the Register may apply for re-admission after a period of five years.

Future Hearings

We will provide information here about complaints hearings that have been scheduled to take place.

Decisions of Panels

We will make available here the decisions taken by ISRM’s Investigating Committee, Conduct and Competence, Health and Appeal Panels.