The Centre for Advancing Practice Appeals and complaints procedure – Updated August 2026
Purpose and scope
This document sets out the procedures for handling appeals and complaints relating to The Centre for Advancing Practice’s (‘the Centre’s’) recognition processes and decisions on the removal of digital badges, as well as the standards we follow.
An appeal is a request for the re-consideration of a decision regarding the outcome of a recognition process (see below) or the removal of a digital badge based on the reasonable belief that a procedural irregularity and/or administrative error has occurred. The Centre is concerned to address any such occurrences and learn from them in how it enacts its role.
A complaint is an expression of dissatisfaction about the standard of services provided in relation to the Centre’s recognition processes or process for the removal of digital badges. The Centre recognises that, on occasion, there may be legitimate complaints which individuals will wish to raise. The Centre can benefit from exploring such issues, and we will take action to learn from complaints so that improvements can be made to our service.
This policy does not relate to:
- Freedom of Information Act 2000 or Environmental Information Regulations 2004 compliance matters as they have a separate statutory process
- complaints from doctors in training – further information is available on the relevant Workforce, training and education website section (former Health Education England)
- complaints about postgraduate training of doctors or dentists – further information is available on the relevant Workforce, training and education website section (former Health Education England)
- complaints about the practice of individual practitioners working in advancing practice roles – further information is available for feedback and complaints about NHS services (Appendix A outlines the process for handling clinically related complaints)
- complaints about NHS services – further information is available for feedback and complaints about NHS services
- complaints about professional standards processes
- complaints about Integrated Care Boards (ICBs)
Making an appeal
An appeal can be made in relation to outcomes of the following recognition processes:
- programme accreditation
- ePortfolio (supported) Route
- area specific capabilities (‘Credential’) endorsement
- module/s self-declaration process for the First Contact Practitioner (FCP) Taught Route
An appeal can only be made on the grounds that the individual or organisation making the appeal reasonably believes that a procedural irregularity and/or administrative error has occurred in how their application for recognition has been considered. An individual cannot appeal to challenge the judgement of the reviewers or the Centre’s Education Assurance Group who ratifies the outcomes.
Please note that in the case of the ePortfolio (supported) Route, individual outcome decisions are made by a contracted supplier (‘the Supplier’), normally an education provider, and not by the Education Assurance Group.
An appeal can also be made in relation to a decision to remove a digital badge. An appeal can only be made on the grounds that the individual making the appeal reasonably believes that a procedural irregularity and/or administrative error has occurred in the process of making a decision to remove a digital badge.
The fact that an individual believes that they deserve a different outcome cannot constitute grounds for appeal.
An appeal must be made within 10 working days of receipt of the outcome of the recognition application, in keeping with the Gold Guide – 10th Edition – Conference of Postgraduate Medical Deans (2024). When an appeal relates to removing digital badges, an appeal must be made within 10 working days of receipt of the outcome of the digital badge investigation.
An appeal must be made in writing and addressed to the Head of the Centre for Advancing Practice and emailed via: england.advancedpractice@nhs.net.
The written appeal should include:
- the name and address of the individual making the appeal
- details of decision(s) being challenged?
- a concise statement of the grounds of appeal
- the date, nature, and other relevant details of the procedural irregularity and/or administrative error
- any information or evidence that supports the appeal
Upon receipt of an appeal, it will be recorded as being received by the Centre. A written acknowledgment of receipt will be sent to the individual within five working days of the appeal being received. Please refer to Appendix B for the timescales for appeals.
For appeals relating to recognition processes, the relevant head of process – with functional responsibility for the route described such as programme accreditation, ePortfolio (supported) Route, area specific capabilities (‘credential’) endorsement, and FCP self-declarations – will prepare a report outlining the details of the application, including timelines, for the appeal panel.
Where it becomes clear that a procedural irregularity and/or administrative error has occurred, the Head of the Centre for Advancing Practice (or delegate) can request that the relevant lead of the process take action to rectify. The individual will be notified of the action taken and, if they agree, the appeals process will be closed.
For appeals relating to the removal of digital badges, the Head of the Centre for Advancing Practice (or delegate) will review the appeal documentation and where it becomes clear that a procedural irregularity and/or administrative error has occurred they can take action to rectify. The individual will be notified of the action taken and, if they agree, the appeals process will be closed.
The Centre will establish a panel to consider the appeal if it is not resolved at an earlier point.
Membership of an appeals panel
A panel shall comprise at least three members and shall include:
- no more than two people who are on a statutory register with knowledge of the Multi-professional framework for advanced practice in England (2025)
- one patient and public voice representative
A person is not eligible to be a member of a panel if they have been involved in any other capacity in the submission which is to be considered by the appeal panel.
If necessary, the appeal panel may undertake further information gathering and fact finding, including receiving written statements or conducting interviews, or request further evidence from any party involved.
Outcomes
The appeal panel will make its findings based on the available evidence and can determine that:
- one or more procedural irregularities and/or administrative errors occurred
- the evidence presented would have materially altered the outcome
- there were no procedural irregularities and/or administrative errors and therefore, the original decision stands, and the appeal is dismissed
Where an appeal is upheld, the panel can:
- substitute a different outcome
- remit the matter back to the Head of the Centre for Advancing Practice (or delegate) with directions about what must happen next (e.g. that an accreditation submission is reassessed by a new panel of reviewers)
The decision of the appeal panel will be sent to the individual, or individual who submitted the appeal on behalf of the organisation, in writing normally within ten working days of the appeal panel being convened. Where it is not possible to meet this deadline, due to unforeseen circumstances or the need to undertake a more detailed investigation, the Centre will inform the individual of the revised time scales.
The outcome will include the reason(s) for reaching that decision. The decision of the panel is final.
A record will be retained by the Centre, in line with NHS England’s data retention schedule. The outcome of the appeal will also be notified to relevant parties including, as appropriate, the Chair of the Education Assurance Group and/or the Supplier (in respect of the ePortfolio (supported) Route).
Making a complaint
The Centre regards a complaint as an expression of dissatisfaction about the standard of service provided in relation to the Centre’s functions.
Complaints may relate to:
- the quality of the recognition processes the Centre provides
- the behaviour of staff involved in providing the recognition processes
- dissatisfaction with the Centre’s processes relating to recognition, including the recognition process activity delivered by outsourced suppliers; and/or
- the process adopted in connection with the removal of digital badges
The Centre cannot deal with some matters through the complaint’s procedure, including, but not limited to:
- a request under Freedom of Information
- a request under Data Protection legislation. Instead, these should be directed to england.dpo-crm@nhs.net.
- a request for information or an explanation of policy or practice
- an appeal about a recognition outcome or a decision on the removal of a digital badge
- an issue which is being, or has been, considered by a court, tribunal, or statutory regulatory body
- an attempt to have a complaint reconsidered where the Centre has already given the final decision following an investigation
How to make a complaint
Complaints can be made to us via NHS England’s Customer Contact Centre or directly to the Centre:
- by email direct to the Centre, addressed to the Head of The Centre for Advancing Practice: england.advancedpractice@nhs.net
- by email: england.contactus@nhs.net
- by telephone: 0300 311 22 33
- in writing: NHS England, PO Box 16738, Redditch, B97 9PT
We will consider all accessibility and reasonable adjustment requirements of people who wish to make a complaint in an alternative way. We will record any reasonable adjustments we make.
Provide as much information as possible to allow NHS England to investigate your complaint. Include the following:
- the complainant’s full name and address
- a phone number in case we need to contact you for additional information
- details about the complaint, including any decision(s) being challenged
- copies of any documentation to support the complaint
- outcome sought
Early resolution
We focus on early resolution, and the Centre encourages any resolution of complaints in an informal way with the individual, team and/or supplier involved in the first instance.
Timescale for making a complaint
Complaints must be made to us within 12 months from the date the incident occurred, or from the date of knowledge about the complaint, whichever is the later date.
If a complaint is made to us after 12-month, you will need to demonstrate that:
- you had good reasons for not making the complaint earlier, and
- it is still possible to properly consider the complaint (without causing unfairness)
If we find that there was not a good reason for the delay, or we think it is not possible to properly consider the complaint (or any part of it), we will write to the person who has made the complaint to explain this. We will also explain that they can complain to the Parliamentary and Health Service Ombudsman if they are not happy with that decision.
Once a complaint is received
The Centre and/or a representative from NHS England will acknowledge all complaints no later than the third working day after the day the complaint is received.
The complaint will be investigated, and you will receive a written response. If we can learn and improve because of your complaint, we will tell you about this in the written response.
The amount of time the investigation will take will depend on what the complaint is about and how complex it is. Communication is important and we will keep you updated throughout the process. The process may take 20 working days or longer. Please refer to Appendix C for timescales for formal complaints.
NHS England’s complaints policy has further details on how complaints are handled.
We publish clear information about our complaints process and how people can get advice and support with their complaint through their local independent NHS complaints advocacy service and other specialist independent advice services that operate nationally. Further information is available on our website.
Upon receipt of a complaint, it will be recorded as being received by the Centre, and the Head of the Centre for Advancing Practice (or delegate) will review the complaint and consider whether it can be dealt with informally. This might involve informal discussions with the complainant and any individual involved. If the complaint cannot be resolved informally, the Head of the Centre for Advancing Practice (or delegate) will nominate a member of the Centre’s senior staff to undertake an investigation into the matter(s) outlined in the complaint and prepare a short report outlining the recommended action to take if required.
Where the formal complaint process is used, the response to the complaint is agreed with the Head of Centre for Advancing Practice (or delegate) and communicated in writing to the complainant normally within 20 working days (though this may be longer dependent on the nature of the complaint). A record will be retained by the Centre in line with NHS England’s data retention schedule. Appendix C provides further details of the approval steps for finalising and sending responses. The Centre will act on the recommendations from the investigation which may result in a change process, or training, or potentially disciplinary action if the conduct of an employee is unacceptable. This process is the only process for raising and managing complaints and there is no further mechanism for complaint within the Centre.
Quality assurance
A sample of, or a minimum of three (whichever is larger), appeals and complaints will be audited annually as part of the Centre’s quality assurance process. The findings will be subsequently presented at the Centre Leadership Group and the Programme Management Group for any learning gained.