This FREE monthly complaints tracker & analysis template enables you to keep a monthly log of any complaints and evidence that you have responded in an appropriate and timely way.

Regulation 16: Receiving and acting on complaints

Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 – Complaints

The intention of this regulation is to make sure that people can make a complaint about their care and treatment. To meet this regulation providers must have an effective and accessible system for identifying, receiving, handling and responding to complaints from people using the service, people acting on their behalf or other stakeholders. All complaints must be investigated thoroughly and any necessary action taken where failures have been identified.

When requested to do so, providers must provide CQC with a summary of complaints, responses and other related correspondence or information.