Using CQC Quality Statements to Evidence Complaints Handling, Feedback and Service Transparency
Complaints handling and feedback are essential elements of how CQC quality statements are demonstrated in practice. Providers must show that people feel able to raise concerns, that complaints are managed transparently and that feedback leads to meaningful improvement. These expectations are established from CQC registration, where services must demonstrate clear processes for receiving, responding to and learning from feedback. The key challenge is evidencing that complaints are not only resolved but used to strengthen service quality.
For a broader understanding of how governance, inspection and compliance interact in practice, see our adult social care CQC governance and inspection hub.
Creating a culture where feedback is encouraged
Services must actively encourage feedback from people using services, families and professionals. This requires creating an environment where individuals feel safe to express concerns without fear of negative consequences.
Providers should ensure that feedback mechanisms are accessible, clearly explained and consistently used. This includes verbal feedback, written complaints and informal comments.
Managing complaints with transparency and consistency
Complaints must be handled in a structured and transparent way. This includes acknowledging concerns promptly, investigating thoroughly and providing clear responses. Providers should ensure that processes are consistent across the service and that staff understand their roles.
Records should capture the nature of the complaint, actions taken and outcomes. This provides evidence that complaints are managed effectively and fairly.
Operational example 1: resolving concerns about staff approach
Context: A family raises concerns about how a staff member communicates with their relative, describing the approach as abrupt.
Support approach: The provider investigates the concern, involving the staff member and reviewing records.
Day-to-day delivery detail: The staff member receives supervision focused on communication, expectations are reinforced and practice is monitored through spot checks. The family is updated throughout the process.
How effectiveness is evidenced: Evidence includes improved feedback, consistent staff behaviour, supervision records and absence of further complaints.
Operational example 2: improving response times to concerns
Context: Feedback indicates that responses to complaints are sometimes delayed, leading to frustration.
Support approach: The provider reviews processes and introduces clearer timelines and accountability.
Day-to-day delivery detail: Staff acknowledge complaints promptly, managers track response times and updates are provided regularly. Systems are used to monitor progress.
How effectiveness is evidenced: Evidence includes faster response times, improved satisfaction and clear records of communication.
Operational example 3: using feedback to improve service delivery
Context: Multiple comments highlight dissatisfaction with activity options in a residential service.
Support approach: The provider reviews activity provision and involves people using services in planning improvements.
Day-to-day delivery detail: Staff offer more varied activities, record participation and gather ongoing feedback. Managers review outcomes and adjust plans accordingly.
How effectiveness is evidenced: Evidence includes increased engagement, improved feedback and clear documentation of changes made in response to concerns.
Commissioner expectation
Commissioner expectation: Commissioners expect providers to demonstrate transparent complaints handling, with clear evidence of response, resolution and learning. This includes measurable improvements and consistent practice.
Regulator / Inspector expectation
Regulator / Inspector expectation: CQC will expect providers to show that complaints are managed effectively and that feedback is used to improve care. Inspectors will look for evidence of openness, responsiveness and learning.
Governance and oversight of complaints and feedback
Effective governance includes regular review of complaints data, feedback trends and response times. Providers should identify patterns, such as recurring issues or delays, and take action to address them.
Leadership oversight should ensure that complaints handling is embedded into service culture, with clear accountability and continuous improvement. This includes monitoring whether actions are completed and whether improvements are sustained.
When complaints and feedback are fully integrated into quality statements, providers can demonstrate that they are responsive, transparent and committed to improving service quality.