How we manage concerns and complaints
Read our procedures for how we manage concerns,
complaints and allegations.
Complaints about a care service
In April 2006 we launched our new Concerns, complaints and
allegations policy and procedure.
Our new approach to managing the information we receive about
care services is based on the expectation that the provider is
responsible for the quality of their service.
We are not a complaints agency and we have no statutory powers
to investigate complaints. We use our inspection powers to make a
judgement about whether the provider is complying with
regulations.
Further information
Complaints about CSCI
Complaints about CSCI are covered by our Corporate complaints
procedure (Word, 64 KB, opens in a new window).
The procedure does not cover complaints
about:
- social care services
- councils.
If you are unhappy following a consideration of
your complaint under the corporate complaints procedure, you can
refer it to the Parliamentary Ombudsman via your
MP.