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The Care Quality Commission checks whether hospitals, care homes and care services are meeting government standards. Visit our website at www.cqc.org.uk.

Contact us

If you received an email on Thursday, 17 April with the subject heading ‘HSCA Final Report’, please delete it and the attachment within it. We did not send this email and downloading the attachment may infect your system.

Select from the options below to find out how to contact us and what to do if you want to complain or have a serious concern about a person's safety or wellbeing.

Find out how to contact us for information and advice, or to share feedback with us about your health and social care services.

Fill in our web form (email)

The best way to contact us is by using our online form.


Call us

You can contact us at our National Customer Service Centre:

Telephone: 03000 616161
Fax: 03000 616171

Opening hours are Monday to Friday, between 8.30am and 5:30pm, excluding bank holidays. Calls will be charged at the standard rate.

 

Write to us

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

CQC is a top 50 call centre in customer services


Our London office

If you need to visit our London office, our address and directions will help you find us.

Care Quality Commission (CQC)
Finsbury Tower
103–105 Bunhill Row
London
EC1Y 8TG

 

Map for our London office


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Request a speaker

Please return a fully completed request form (below) in its original format six to eight weeks before your event.

Due to the large number of requests we receive, we cannot guarantee to meet every request, but we will try to respond to you within 14 working days.

 

Delegation visits

If you represent a health or social care organisation and would like to visit us to discuss specialised topics, fill in the request form below and return it to speaker.engagement@cqc.org.uk.

Find out more about Delegation visits.

Report a concern if you are a member of the public

Contact the social care department at the appropriate local authority.

You can also contact us about your concerns. You can call or email us using the details below or send us details using the Share your experience form.

You can find this form at the link above or on the profile page for any care service on this website. If you mark the concerns as urgent, your feedback will be prioritised.

If you think a crime has been committed

Ring the police.

If you are having difficulty contacting the local authority or if you need to report other issues, contact us.

Tel: 03000 616161
Email: enquiries@cqc.org.uk

If you think an unregistered service is operating

It is a criminal offence for any person or organisation to provide health or adult social care services without first being registered with us. If you know of any unregistered service, you should contact us.

Report an unregistered service

Report a concern if you are a member of staff

Image of a whistle

Speak up and tell us

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Phone: 03000 616161
Email: enquiries@cqc.org.uk

You can contact us if you want to raise a concern about the health or social care service you work for (sometimes called 'whistleblowing').

Confidentiality

The information you give us will be dealt with in confidence, and you can raise concerns anonymously.

Information for whistleblowers

Before contacting us, you may want to:

  • speak to your line manager or a senior member of staff about your concerns.
  • read your employer's whistleblowing policy which will give you information on what to do next.

If you feel like you can't talk to someone in your organisation, read our quick guide to whistleblowing or guidance for workers which give helpful advice on speaking out about poor care and what protection you will have from the law.

We have also produced a document explaining to providers of services why they should have a whistleblowing policy and the benefits of encouraging workers to raise concerns.

Complain about a service

In the first instance, you should contact the service provider.

By law, all health and social care service providers must have a complaints procedure that you can ask to see, which will tell you how to make a complaint.

If you’re still not happy

If you have complained to the care provider and you are unhappy with their response, there are a number of actions you can take, depending on who the provider is and how your care is funded.

Useful contact details for healthcare complaints

If you want to make a complaint about a healthcare service in England, you may find these Contact details for healthcare complaints useful.

Complaints about the NHS

Contact the Parliamentary and Health Service Ombudsman (PHSO).

Complaints about social care services
  • Council-funded care – You can make a complaint to your council if it pays for your care. If you are unhappy with the outcome of your complaint, you can contact the Local Government Ombudsman.
  • Self-funded care – If you pay for your care yourself, you can contact the Local Government Ombudsman.
Complaints about GPs

CQC doesn't manage individual complaints about GPs and their services. You can find out more about making a complaint in our leaflet below and you may find our Contact details for healthcare complaints useful.

If you're not happy with the response you get when you complain to the service provider, you should contact the Parliamentary and Health Service Ombudsman (PHSO).

Complain about the use of the Mental Health Act

If your complaint is about the use of powers or how duties are carried out under the Mental Health Act, you can complain directly to the Care Quality Commission (CQC). Complaints can be made by anyone – patients, staff or any member of the public.

Powers and duties carried out under the Mental Health Act cover a wide range of services, including receiving care while detained in hospital, or while on a guardianship or community treatment order.

If you ask us to investigate a complaint, we will usually ask you to complain to the service provider before we consider an investigation ourselves. If you need us to, we can help you make your complaint to the service provider.

Use the details below to contact us about the use of the Mental Health Act from 16 April 2012

CQC Mental Health Act
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Phone: 03000 616161 - press ‘1’ to speak to the mental health team.

When we receive a complaint, we first decide whether it is a complaint that we can help with. If we can't help, we will tell you why not and whether anyone else might be able to help you.

If we can look into it, we will write to tell you what will happen next. In either case, we aim to send our first reply within three working days.

Our policy on complaining about the use of the Mental Health Act

We have recently updated our policy on how we will look into complaints from, or about, people who are, or have been, detained in hospital, subject to a Community Treatment Order, or subject to guardianship.

Download our leaflet on how to make a complaint about a care service

The leaflet is also available in the following alternative formats:

How to complain about a health or social care service (Audio)


Complain about CQC

We aim to provide the best possible service, but we don’t always get it right.

Your complaint should be made to the person you have been dealing with because they will usually be the best person to resolve the matter. If you feel unable to do this, or you have tried and were unsuccessful, you can contact our National Contact Centre by phone, letter or email.

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Phone: 03000 616161
Email: enquiries@cqc.org.uk
Opening hours: 8.30am – 5:30pm, Monday to Friday

What will happen next?

  • We will write to you within three working days to tell you who will handle your complaint.
  • We’ll try to resolve your complaint. You will receive a response from us in writing within 15 working days telling you what we have done, or plan to do, to put things right.

What if I'm still not happy?

If you aren’t happy with how we responded to your complaint, you must contact our Corporate Complaints Team within 20 days and provide the following information.

  • Why you were unhappy with our response.
  • What outcome you would like.

You can contact our Corporate Complaints Team by phone, letter or email.

CQC Corporate Complaints Team
Finsbury Tower
103–105 Bunhill Row
London
EC1Y 8TG
Phone: 03000 616161
Email: complaints@cqc.org.uk

What will happen next?

  • We will write to you within three working days to tell you who will handle your complaint.
  • Your complaint will be reviewed. The information about your complaint and the way we dealt with it will be reviewed by our Corporate Complaints Team. In some cases we may ask another member of CQC staff or someone who is independent of CQC to investigate it further. If there is a more appropriate way to resolve your complaint, we will discuss and agree it with you.
  • We will send you the outcome of the review within 20 working days. If we need more time, we will write to you to explain the reason for the delay.

The Parliamentary and Health Service Ombudsman

If you remain unhappy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO). Visit the Parliamentary and Health Service Ombudsman website to find out how.

Download more information

For more information about how to complain about CQC, download our leaflet:

The leaflet is also available in the following alternative formats:

How to complain about the Care Quality Commission (Audio)

If you are a health or adult social care professional, there are several different ways for you to contact us.

General enquiries

For general enquiries, you can get in touch with our National Customer Service Centre.

Email: enquiries@cqc.org.uk
Phone: 03000 616161
Fax: 03000 616171

Post:
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Opening hours: Monday to Friday, 8.30am to 5:30pm

If you are an adult social care provider and are contacting us by post, please use the address above.


GP registration

Email us if you have a question about GP registration. Alternatively, you can call us on the general enquiries number above – select Option 3 (Registration) and then Option 2 (Primary medical services).

You can also follow us on Twitter.

For more information about registration, visit Registering with CQC: Information for GPs and other primary medical services.


Applications

If you want to send an application to us, such as a form to register as a new provider or manager or one to make a variation, you can send these to our dedicated email address HSCA_Applications@cqc.org.uk.


Notifications

If you want to make a notification, you can send these to our dedicated email address, HSCA_notifications@cqc.org.uk.

You can find out more about making notifications on our webpages for NHS trusts or for all other health and social care providers.


Join our provider reference group

Our provider reference groups are online communities through which we collect providers’ opinions and request feedback on our ideas and draft documents.

We currently have communities set up for providers of NHS services, adult social care, independent healthcare, dental services, and independent ambulance services.

Nunwood supports us in managing this system. Find out more about how to Join our communities of providers.

These reference groups are for providers only, but other people can get involved with our work in a number of different ways. Visit Sharing your experience to learn more.


Bogus inspectors

A number of providers have been contacted by people posing as CQC inspectors who are attempting to gain access to services.

Please note that CQC identification badges include:

  • a photograph of the inspector on the front.
  • a copy of our warrant on the reverse.
  • the signature of our Chief Executive David Behan (older ID badges may have the signature of Cynthia Bower).

If you are unsure about the identity of an inspector please contact our enquiries team on 03000 616161 who can verify details for you before allowing access.

Our media office liaise with national and regional press, TV, radio, trade publications and other professionals.

They aim to provide timely and accurate information to journalists across the country, and respond to daily requests for information and comments from the media. They also promote CQC's work issuing press releases, statements and by proactive media relations.

Contact the media office

CQC Media Office
Finsbury Tower
103-105 Bunhill Row
London EC1Y 8TG
Phone: 020 7448 9401
Email: media.team@cqc.org.uk


Out-of-hours press enquiries

Call 07917 232 143 to contact the media office during out of hours.


Media team

  • James Hedges
  • Sarah Robertson
  • Paul Cooney

Find us on Facebook, follow us on Twitter

Our Facebook and Twitter accounts help us to engage with members of the public and care providers. We can answer your basic queries and we also use these accounts to keep you up to date with our latest news.

However, we may not be able to respond to every query on social media due to the nature of queries we receive and the privacy and confidentiality standards we strive to maintain. We may also be unable to provide a satisfactory response in full when restricted by character limits.

If you have been directed here by the CQC from one of our social networking accounts, please follow up on your query by completing our web form.

CQC Facebook page