All UK healthcare providers must handle complaints effectively—whether registered with CQC, HIS, HIW, or RQIA or not. Principles may vary slightly, but the core expectation is the same: transparent, prompt, and effective complaint management.
In England, Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 sets clear rules:
- The CQC can prosecute providers for failing to provide complaint information within 28 days, even without a Warning Notice.
- Other regulatory actions or refusal of registration can also occur if compliance cannot be demonstrated.
Even unregistered services must comply with:
- Common Law & Consumer Law
- Good Practice Expectations
- Professional Regulatory Standards
ISCAS Tips:
✅ Know the regulations.
✅ Ensure your staff know the regulations.
✅ Understand the offences for non-compliance.
Managing complaints properly isn’t just about compliance and avoiding penalties — it’s about building trust, improving patient care, and turning feedback into actionable insights.