Regulators such as the GDC and CQC require practices to have accessible complaints procedures – and even state how the clinician should interact with investigations. However, these processes don’t help the clinician to deal with the very personal toll that comes from receiving a complaint or being subject to an investigation – often from entirely unexpected sources. To alleviate the worry regarding litigation or an investigation by the regulator, Callum and Fadi, who have extensive experience in receiving and dealing with informal and formal complaints over many years, want to share the practical tips and techniques that they have used to: