A clear, fair complaints policy and procedure meeting CQC Regulation 16, with ombudsman escalation, a complaint form, response letters, a log and an easy-read summary.
Care providers
Complaints Policy for Care Services
About this document
Your policy and procedure for receiving, investigating and responding to complaints about your care service, and learning from them. It meets Regulation 16 of the 2014 Regulations and explains escalation to the Local Government and Social Care Ombudsman (or the Parliamentary and Health Service Ombudsman for NHS-funded care).
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
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Care providers
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Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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