How Do the CQC Deal With Complaints?
When we experience or witness poor care, it’s natural to want answers and change. But when it comes to raising concerns about care services in England, many people are unsure of where to turn.
The CQC’s Role in Handling Complaints
The CQC is the independent regulator of health and social care services in England. However, the CQC does not resolve individual complaints or investigate them on behalf of the person making the complaint. That might come as a surprise, but it doesn’t mean your voice doesn’t matter.
While the CQC won’t step in to sort out a complaint for you, they use the information from complaints to inform their regulatory work. If you’ve experienced or witnessed poor care, telling the CQC can still make a difference. Your feedback helps them decide when, where and what to inspect, and in serious cases, they may take immediate action, particularly if there’s a safeguarding concern.
If You’re Unhappy With a Care Service
If you, or someone you care for, are unhappy with the care provided, here are the steps you should take:
1. Raise the Complaint With the Provider First
All health and social care providers are legally required to have a complaints procedure. Ask the provider for a copy, this should be made available in an accessible format if needed.
You’ll often be encouraged to resolve the issue informally at first. If that doesn’t resolve things to your satisfaction, you can move forward with a formal complaint.
2. Complain to the Commissioner of the Service
If the service was arranged by the local council (or a Health and Social Care Trust in Northern Ireland), you can also raise your complaint with them. They are responsible for ensuring the quality of services they commission.
3. Inform the CQC
Although the CQC can’t handle your complaint personally, they still want to hear about your experience. Whether you’re concerned about staffing levels, hygiene, safety, or anything else, your information feeds into how the CQC monitors, assesses and inspects providers.
To report your concerns, visit the CQC website and submit the details. They treat this information seriously and confidentially.
Preparing Your Complaint
When you’re ready to make a complaint:
Act quickly: Most providers require complaints to be made within 6–12 months of the issue. There may be flexibility in exceptional cases.
Put it in writing: If possible, write your complaint down. If not, the organisation must make reasonable adjustments (e.g. taking your complaint by phone and providing a written summary).
Be clear and concise: Include the key details—what happened, when and where, who was involved, and why you’re dissatisfied.
Provide supporting evidence: If you have documentation (emails, photos, receipts), include copies (and keep the originals).
Keep a record: Save a copy of your complaint and any responses. If someone calls you about it, ask for a written follow-up and take notes.
Key Takeaways:
You deserve safe, respectful and high-quality care and so does everyone else.
While the CQC won’t pursue a complaint on your behalf, your voice can still have a real impact.
Raising concerns with the right organisation helps ensure care providers are held to account, and that others are protected from experiencing the same issues.
For more support, tips or guidance on navigating care-related concerns, feel free to reach out we’re here to help.
