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    Maryland Department of Health
    Board of Massage Therapy Examiners

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    The Complaint, Investigative, Disciplinary and Compliance Process

    COMPLAINT PROCEDURES

    The Board’s procedures for handling complaints are governed by its statute, regulations on hearing procedures and other Maryland laws such as the Administrative Procedures Act and the Public Information Act. The following explains the Board’s procedures for handling complaints.

    §6-308 of the Board’s statute lists the possible reasons for the denial, revocation, suspension, probation, and reprimand of a license/registration, or the issuance of informal disciplinary actions. Click here to review.​

    FILING A COMPLAINT

    To file a complaint against a licensed massage therapist (LMT) or registered massage practitioner (RMP), download and mail a completed Complaint Form to:

    The Maryland State Board of Massage Therapy Examiners
    4201 Patterson Avenue, Suite 301
    Baltimore, MD 21215
    Attention: Compliance Unit

    The Board will review all written complaints filed against an LMT, RMP or someone that may not be licensed/registered to practice massage therapy in Maryland.  However, the Board has no jurisdiction over unlicensed individuals who perform massage therapy, nor does it have jurisdiction over establishments/businesses. 

    Complainants are encouraged to clearly describe the nature of their complaint in detail, provide their name and contact information (phone number, mailing address and email address), names and contact information of witnesses, authorization for a third party to release the Complainant’s medical or client records, and any supporting documents that may assist the Board in its investigation.

    Within three business days of receipt of the complaint, Board staff will send a letter to the Complainant’s email and/or mailing address, acknowledging receipt of the complaint.  

    Complaints concerning fee disputes between a client and the massage service provider are outside the purview of the Board and will not be investigated.  You may wish to contact the Consumer Protection Division of the Office of the Attorney General at (410) 528-8662 or visit their website: https://www.marylandattorneygeneral.gov.​

    THE INVESTIGATION-COMPLAINT REVIEW PROCESS

    The Board is committed to its mission of ensuring that quality massage therapy care is provided to the public. This is accomplished by investigating complaints filed against a massage service provider by the public, other massage providers, law enforcement, or other interested third parties.

    Complaints are immediately reviewed by the Board’s Investigative Unit and a letter is sent to the Complainant acknowledging receipt of the complaint. Complaints are then reviewed by a committee of the Board to determine jurisdiction and if a violation of the Massage Practice Act (the “Act”) may have occurred.  If it is determined that the allegations are not a violation of the Act, or there is insufficient information to proceed with disciplinary actions, written notice is sent to the Complainant and the licensee/registrant against whom the complaint was filed, of the Board’s decision to close the complaint case.

    If upon initial review of the allegation(s) in the complaint, it is determined that a violation of the Act may have occurred, the complaint may be formally investigated.  The Complainant, potential witnesses and all individual(s) named in the complaint may be interviewed by the Board’s investigator.  The investigator may also interview the licensee/registrant who will then be notified of the allegations in the complaint. Failure of the Complainant to cooperate with the Board’s investigation will most likely result in the closure of the complaint case.

    At the conclusion of the investigation, if the investigative findings confirm violation(s) of the Massage Practice Act, the Board may vote to issue informal disciplinary action, or pursue formal disciplinary action by referring the case to the Office of the Attorney General (OAG) for prosecution.  Informal disciplinary action may consist of a letter of education, or a letter of admonishment written by the Board and sent to the licensee/registrant. Informal disciplinary actions are confidential and legally are not disclosable to the public. The Board sends the  Complainant a written notice that the complaint case is closed.​​​


    Download Complaint Form