independent review of GMC customer complaints handling

Tender description

The GMC is inviting quotes for an independent customer complaints review service. The independent review service would have the responsibility of reviewing the effectiveness of our complaints handling via an annual audit and report. We would require the person / organisation appointed to undertake a representative sample of complaints (to be agreed with us), review them against our policy and framework and then report back via a annual report on complaints handling to the Council of the GMC. In this initial stage review we will also be asking the provider to consider whether the GMC should offer the escalation and review of individual complaints that have not been satisfactorily answered by our internal complaints handling process to an independent complaints assessor