Our commitment to you
NCOR works with many different groups, including patients, members of the public, osteopaths, other healthcare professionals, researchers, students, and our stakeholder organisations. It is our aim to provide all with a high-quality, professional service that supports the advancement of osteopathic research and education.
We want to hear from you whether you have positive feedback about your experience with us or if you are dissatisfied with the service you received.
What you can expect from us
We deal professionally with all who contact us. This means that we:
- Treat you with respect, courtesy, efficiency and fairness
- Preserve confidentiality where appropriate
- Listen to your queries and concerns attentively
- Provide clear, accurate information within our remit
- Acknowledge when we cannot help and signpost you to appropriate alternatives
- Maintain the highest standards of research integrity and transparency
Response times:
- We aim to respond to emails within 5 working days
- We aim to respond to letters within 10 working days
- If we cannot provide a full response immediately, we will acknowledge your contact and let you know when you can expect a complete reply
Meetings and events: When you attend our meetings, conferences, or stakeholder events, you can expect:
- A welcoming, inclusive environment
- Professional facilitation and clear agendas
- Opportunities for meaningful participation and dialogue
- Respect for diverse viewpoints within constructive discussion
What we expect from you
We ask that you treat our staff, trustees, and fellow participants with courtesy, politeness, and respect. This helps us maintain a positive, productive environment for everyone.
Unacceptable behaviour includes:
- Swearing, shouting, or aggressive language
- Insulting personal remarks
- Discriminatory comments (sexist, racist, or targeting any protected characteristic)
- Deliberately disruptive behaviour during meetings or events
- Harassment or intimidation of staff or other participants
In meetings and professional settings:
- Come prepared and engage constructively with the agenda
- Listen respectfully to other viewpoints
- Allow others to contribute without interruption
- Focus discussions on relevant issues
- If attending virtually, ensure appropriate professional presentation
If inappropriate behaviour occurs: We will address unacceptable behaviour promptly and directly. If such behaviour continues after a warning:
- We may end telephone calls and ask you to communicate in writing
- We may remove individuals from meetings or events
- For persistent issues, we may limit communication to written correspondence only
- We reserve the right to decline future participation in our activities
If things go wrong
We endeavour to provide an effective and efficient service at all times, but we recognise there may be occasions when we fall short of our own standards or your expectations. We are committed to responding swiftly and constructively to feedback and complaints about our service.
We will:
- Investigate what happened and identify areas for improvement
- Learn from experiences to enhance our future service
- Respond transparently about our processes and decisions
- Take appropriate action to address valid concerns
Let us know
Positive feedback: We welcome hearing about positive experiences and staff members who deserve recognition. Please email us here: Contact Us.
Concerns or complaints: If our service did not meet your expectations, we encourage you to:
- First, raise concerns directly with the staff member or trustee you’ve been dealing with
- If this is inappropriate or unsuccessful, contact us here Contact Us
- For formal complaints, please contact the Director (jerry.draper-rodi@hsu.ac.uk) or the Chair of the Board of Trustees (philip.bright@uco.ac.uk).
NCOR is committed to promoting excellence in osteopathic research and education through professional, respectful, and constructive engagement with all our communities.