CuraFlow DC-H02CQCSection H · Quality, Compliance and Learning
Complaints Concerns and Compliments policy
For CQC-registered domiciliary care services · version 1.0 · last reviewed 1 June 2026
Not every concern is a formal complaint, and this policy handles concerns, complaints and compliments through one route. Local resolution is the first stage, with referral to the Local Government and Social Care Ombudsman as the second. It also covers who can complain, how to complain, anonymous complaints and time limits.
What this policy covers
- Definitions and key terms
- Complaints, concerns and compliments
- Who can complain
- Anonymous complaints and time limits
- How to make a complaint
- Our complaints procedure
- Stage 1 — local resolution
- Stage 2 — the local government and social care ombudsman
- Complaints that span health and social care
- Putting things right and learning from complaints
- Safeguarding
- Staff conduct
Regulations and guidance it supports
Supports the fundamental standards at Regulations 16, 18 and 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
- Care Quality Commission (Registration) Regulations 2009
- Care Act 2014
- Equality Act 2010
- Human Rights Act 1998
- Mental Capacity Act 2005
- UK GDPR and the Data Protection Act 2018
Common questions
- Is the complaints concerns and compliments policy CQC-aligned?
- Yes. It is written and reviewed by practising UK compliance consultants against current CQC expectations, and supports the fundamental standards at Regulations 16, 18 and 20. It is a controlled starting-point document that you adapt to your own service — you remain the accountable provider.
- Can I download and edit this policy?
- Yes. It downloads as Word (.docx) or PDF with your company name, registered manager, CQC ID and address already filled in on the cover page and throughout the document. The Word version is fully editable.
- Can I buy this policy on its own?
- Policies are sold as a complete library rather than individually, because CQC expects a coherent set that cross-references properly — a single policy in isolation creates gaps. The domiciliary care library contains 141 policies and can be bought outright as a one-off purchase and kept permanently.
- How often is it reviewed?
- The library is re-reviewed every six months and after any material regulatory change. This policy was last reviewed 1 June 2026, and is at version 1.0. Updates reach you automatically, so downloads always reflect the current version.