CQC registration document guidance

Complaints Policy

A Complaints Policy is one of the core supporting documents CQC expects from provider applicants. It should explain clearly how concerns and complaints will be raised, managed and used to improve the service.

Why this matters for your registration

  • •CQC wants evidence that people can raise concerns easily and be taken seriously.
  • •Your policy should show how complaints will be investigated, responded to and monitored.
  • •A strong complaints process also supports learning, governance and service improvement.

What you should prepare

  • •A clear step-by-step complaints process with timescales and responsibilities.
  • •Named contact details for the appropriate person handling complaints.
  • •Arrangements for supporting people with communication, literacy or accessibility needs.
  • •Procedures for recording, reviewing and learning from complaints.
  • •A fair process for complaints about the Registered Manager or leadership.

Before you submit

  • •Make sure people can understand how to complain and what happens next.
  • •Check that timescales, escalation routes and outcomes are clearly explained.
  • •Show how complaints will be monitored and used to improve care quality.
  • •Keep the policy consistent with your Service User Guide and wider governance documents.