Complaints Policy for CQC Registered Clinics: What It Must Contain

The 8 must haves

• How to complain: in person, by phone, email or letter.
• Who handles complaints, and who reviews them at stage 2.
• Timescales: acknowledgement within 3 working days, full reply within 20 working days.
• Your independent final stage, such as HSCAMP independent review.
• Your regulator's contact details (required in Scotland, Wales and Northern Ireland).
• How complaints are recorded and how lessons are shared.
• How to complain on someone else's behalf, with consent.
• That complaining will not affect the patient's care.

Country rules

Stage 3 wording for your policy

Members can use this wording for the independent stage of their policy:

"Stage 3: independent review. If you are not satisfied with our final response, we may offer to refer your complaint to HSCAMP, an independent complaints service. We ask you to use this stage before starting court proceedings. It is free to you, you can take legal advice at any time, and it does not affect your statutory rights, including your right to go to court."

Ask, do not require. A term that tries to stop a patient going to court is likely to be unfair under the Consumer Rights Act 2015.

Get the template

HSCAMP members get a ready made complaints policy in the Clinic Portal, written for their country and regulator.