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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:

How to complain about the Care Quality Commission PDF | 907.22 KB

The leaflet is also available in the following alternative formats:

How to complain about the Care Quality Commission (Easy to read) PDF | 1.6 MB

How to complain about the Care Quality Commission (Large print) PDF | 121.35 KB

How to complain about the Care Quality Commission (Audio)

Last updated:
22 May 2014