8 Feedback and complaints procedure

8 Feedback and complaints procedure

The project team seeks feedback on the assessment of support resources designed to support putting NICE guidance into practice. Three months after a resource has been endorsed the producer may be contacted and asked to provide feedback on their experience of seeking endorsement. Twelve months after endorsement the producer may be contacted and asked to provide feedback on the benefits and experience of endorsement. At either stage the producer may be asked about any other related issues in the use of their resource such as implementation issues.

More general feedback, such as queries or complaints on the endorsement processes or decisions, may be sent to NICE through its feedback facility. A response will be sent within 20 working days.

If there is a complaint about how the endorsement process has been undertaken, the project team may undertake a review of the resource. A review may happen at any time if a complaint is received, and may justify an interim review with presentation to the NICE Publication Executive. Where the decision is taken to review a resource, the producer will be notified of the action being taken and informed of the outcome of the review.