Check the scope
Registered providers and managers carrying on regulated activities in England. Other complaints rules may also apply according to the service and its commissioning arrangements.
What the law requires
- Investigate complaints received and take necessary, proportionate action in response to identified failures.
- Operate an accessible system for identifying, receiving, recording, handling and responding to complaints from people using the service and other people.
- When CQC requests the specified complaints information, provide it no later than 28 days beginning on the day after receipt. This is not a universal 28-day deadline for answering every complainant.
What CQC expects
- CQC guidance expects people to be able to complain verbally or in writing, receive appropriate support and understand available escalation routes without fear of disadvantage.
- Investigations should begin without delay, preserve confidentiality, keep people informed and lead to action. Providers should review themes and explain the outcome.
Suggested checks for your review
- Test the process from the perspective of someone who cannot use the standard written form or online route.
- Sample complaints from initial contact through investigation, response, action and a check that the problem has improved.
- Compare complaints, incidents and safeguarding records to find concerns that may have been misclassified or overlooked.
Illustrative evidence
Choose evidence relevant to the actual service and risk. These examples are not a universal list of documents required by CQC.
- Accessible complaints information, acknowledgements and investigation records.
- A log of concerns, responses, agreed actions, owners and completion evidence.
- Records of learning shared with staff and the people affected where appropriate.
Potential gaps to check
- Only formal written complaints reach the log, leaving verbal concerns invisible to managers.
- The response explains the provider’s position but does not address each concern or the resulting action.
- A low number of complaints is presented as proof of quality without checking whether people can speak up.
Sources and review
- cqc.org.uk — Regulation 16 (opens in a new tab)
- legislation.gov.uk — Uksi · 2014 · 2936 · regulation · 16 (opens in a new tab)
Content version: 1 November 2026. Next planned review 1 December 2026. Check current primary sources before relying on a requirement.
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