Complaints Handling
Every care home in England must have an effective complaints system. CQC Regulation 16: Receiving and acting on complaints requires providers to establish and operate an effective complaints procedure. Care Handbook provides practical tools to help you record, investigate, and resolve complaints properly.
Complaints in Care Homes
Complaints are not something to fear — they are a valuable means of improving care. The CQC expects providers to have a culture where complaints are welcomed and used as a source of learning. A complaint, whether from a resident, relative, or staff member, highlights something that has gone wrong or could be done better.
Under CQC Regulation 16, care providers must: have an effective system for receiving, recording, and responding to complaints; respond to complaints within a reasonable time; provide a written response; and take action to resolve the complaint and prevent recurrence. Failure to comply with Regulation 16 can result in enforcement action.
The Local Government and Social Care Ombudsman (LGSCO) is the final stage for complaints about adult social care that cannot be resolved by the provider. All residents and their families should be informed about their right to escalate to the LGSCO if they remain dissatisfied.
Key regulation: CQC Regulation 16 — Receiving and acting on complaints. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The regulation requires that complaints are acknowledged promptly, investigated thoroughly, and responded to in writing within a reasonable timescale.
In This Section
Complaint Record Form
Record complaints formally using our interactive template — complainant details, complaint categories, incident description, desired outcomes, and office-use fields. Printable.
Investigation Tracker
Step-by-step investigation process from acknowledgment to follow-up, CQC Regulation 16 requirements, response timelines, and learning actions.
Official Complaints Resources
⚠️ Important Notice
The complaints handling guidance on Care Handbook is for informational purposes only and does not constitute legal advice. Always follow your care home's complaints policy and procedures. If a complaint involves a safeguarding concern, you must follow your safeguarding procedures and report to the local authority. Seek legal advice if you are unsure about your regulatory obligations.