UK Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (CQC Fundamental Standards) 16: Operate an accessible complaints system, investigate every complaint and take necessary and proportionate action, and give the Commission a summary of complaints and responses within 28 days of a request

What does 16 require?

Any complaint received must be investigated and necessary and proportionate action taken in response to any failure identified by the complaint or investigation. The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users and other persons about the carrying on of the regulated activity, and must provide to the Commission, when requested and within 28 days beginning on the day after receipt of the request, a summary of complaints made, the responses and further correspondence with complainants, and any other relevant information the Commission requests.