Raising a concern about the BAcC

Complaints policy and procedure

Woman's hand writing

Policy statement

The British Acupuncture Council (BAcC) is committed to providing a good quality service in dealing with members of the public, practitioners and other professional organisations. It takes all complaints seriously and sees them as an important tool for continually improving our service.


In considering complaints, we aim to apply the Parliamentary and Health Service Ombudsman’s Principles of Good Administration, which are:

  • getting it right
  • being customer focused
  • being open and accountable
  • acting fairly and proportionately
  • putting things right
  • seeking continuous improvement

Who can complain?

Anyone who comes into contact with our organisation and who is unhappy or dissatisfied with the service they receive, can complain. For example, you may wish to complain about the way we answered your query or correspondence or any delay in getting back to you.

Who do I complain to?

We have a three-stage process for dealing with your complaint. If you remain dissatisfied at any stage, you have the option of taking your complaint to the next stage.

Stage 1
Contact the manager of the member of staff who has been dealing with your matter.

Stage 2
Write to the chief executive of the BAcC:

Chief Executive
British Acupuncture Council
63 Jeddo Road
London W12 9HQ
or email CEO@acupuncture.org.uk

Stage 3
Write to the chair of the BAcC’s Governing Board:

Pia Huber
British Acupuncture Council
63 Jeddo Road
London W12 9HQ
or email P.Huber@acupuncture.org.uk

How long will it take to deal with my complaint?

We will acknowledge receipt of your complaint within seven working days and aim to give you a full response within twenty-eight days. On rare occasions, this might take longer if there is a lack of documentary evidence or the matter needs further investigation.