Our performance and accountability

We aim to provide an effective and efficient service at all times. Our performance as a regulator is regularly reviewed by the Professional Standards Authority for Health and Social Care (PSA) and we always welcome feedback from osteopaths, patients, partners, students and members of the public.

Standards for regulation

Every year the PSA checks the performance of the GOsC and other regulators to ensure we are fulfilling our statutory role of protecting the public. The report provides feedback on what each regulator is doing well and how we can improve in the future.

Read the PSA’s latest report on the performance of the GOsC

Our response to the PSA’s review of our performance for 2025/26

Feedback and complaints about the GOsC

We welcome feedback on our work as regulator, especially if you have experienced good customer service and communication from members of our staff.

In cases where something has gone wrong or you have a complaint about our service, we are committed to responding swiftly and efficiently and trying to make improvements where we can. To do this, we will try to find out what happened, what may have gone wrong, how we can learn from this and how we will deal with similar situations in future.

Formal complaints process

If you have a concern about the GOsC, we encourage you to raise these concerns directly with the individual staff member they you have been dealing with, or the person’s manager, to resolve the issue as quickly as possible. Once this has been done or if this is not seen to be appropriate, you can use our formal complaints process set out below.

When to make a formal complaint

You can make a formal complaint about a service we provide, such as how long we take to respond to correspondence or how you are treated when you call the GOsC. This process is not designed to deal with complaints about a decision that has been made based on our policies or guidelines, and this type of decision will not be reversed unless investigation of a complaint shows that the guidelines or policy have been wrongly applied.

How to make a complaint

You can make a complaint by email or using our online form, or by telephone. Please include your contact details and tell us your preferred method of communication, whether by phone or email at corporatecomplaints@osteopathy.org.uk

To help us process your complaint quickly, we will need you to provide the following:

You can provide this information by phone, email or using our online form. Complaints should be at the earliest opportunity and within 12 months of the incident happening.

Making a complaint about the GOsC

Use this form to make a formal complaint about a service we provide, such as how long we take to respond to correspondence, or how you are treated when you call the GOsC.

Your name(Required)
Your address
Your email address(Required)
Do you have any special needs or adjustments that we need to consider when communicating with you?

Making a complaint on behalf of someone else

If you are making a complaint on behalf of someone else, please provide the person’s information using the section below.
I am making this complaint on behalf of(Required)
Their address
Do they know you are making this complaint for them?

About the complaint

Is this an original complaint or a follow-up to a reply you were not satisfied with? Please tick

Help

If you would like to discuss any part of your complaint before sending this form or would like help with completing it, please email corporatecomplaints@osteopathy.org.uk or phone us on 020 7357 6655 and ask for our Registration Manager.
Declaration(Required)
Declaration for another person
If you are making this complaint for another person, please declare that they have told you they know the complaint is being made for them, they know about the procedures that will be followed and that they give their permission to this.

Checklist

Thank you for completing this form. Now, please make sure you have:

What can you expect from us?

We will:

If you are not satisfied with our response

If you are not satisfied with the response you receive, you can ask for the matter to be reviewed by the Chair of Council. The Chair is an independently appointed person who oversees the governance structure of the GOsC. Please write to us by email explaining why you remain unhappy with the outcome. You can send the email to: corporatecomplaints@osteopathy.org.uk

On receipt of the letter, the Chair will ensure that we:

If you are still not satisfied with the response from our Chair

There are no further ways to appeal as part of this process.