Complaints Log Template: Meeting Regulation 16 Deadlines
Regulation 16 doesn’t just require a complaints procedure — it requires evidence that every complaint was actually investigated and acted on. Here’s what a complaints log needs to prove that.
Under Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, providers must establish and operate an accessible system for identifying, receiving, handling and responding to complaints — and any complaint received must be investigated, with necessary and proportionate action taken in response to any failure it identifies. A complaints log is how you evidence that this actually happened, not just that a policy exists.
What Counts as a Complaint
Regulation 16 covers any expression of dissatisfaction, whether written or verbal, formal or informal. A relative mentioning a concern in passing to a carer counts just as much as a formal written letter — providers cannot restrict their complaints system to only capture what arrives through a formal channel. This is one of the most common gaps: verbal complaints raised directly to frontline staff often never make it into the log at all.
What Every Complaints Log Entry Needs
| Field | Why it matters |
|---|---|
| Date received and channel | Verbal, written, phone, email — proves your system captures every route, not just formal letters |
| Nature of the complaint | Specific detail, not a generic category |
| Acknowledgement date | Evidence you responded within your own published timescale |
| Investigation findings | What was actually found, not just “resolved” |
| Action taken | The specific change made as a result, if any failure was identified |
| Resolution date and outcome communicated | Proof the complainant was told the outcome, not just that the file was closed internally |
| Escalation, if applicable | Whether the complainant remained unsatisfied and escalated further |
| Reason recorded if no action taken | CQC’s guidance says providers must record the reasons where a complaint led to no action, not just the complaints that led to change |
✗ Logged but not evidenced
“Complaint about food quality — resolved.”
✓ Investigated and closed properly
“Complaint 4 Sept: relative raised food quality concerns for Mrs K. Investigated — kitchen menu rotation found repetitive. Action: menu revised with dietitian input, family invited to review, resolution confirmed with complainant 15 Sept.”
Timescales: What Regulation 16 Actually Requires
Regulation 16 does not set a fixed deadline for acknowledging or resolving a complaint to the complainant — it expects you to have an effective system and to act “without delay,” and to set out your own process so people know what to expect. The one deadline the regulation does fix is different: if CQC asks you for a summary of complaints, responses and related correspondence, you must provide it within 28 days of the day after you receive the request (CQC: Regulation 16). Whatever timescale you commit to for complainants, keep it consistent and follow it, because CQC’s guidance says appropriate action must be taken without delay once a failure is identified.
A gap inspectors specifically look for
A complaints log showing every complaint “resolved” with no evidence of what changed as a result suggests complaints are being closed rather than investigated. Inspectors look for at least some complaints that led to a genuine change in practice — a log with a 100% “no action needed” outcome is itself a red flag.
Complaints vs. Safeguarding: Know the Difference
Not every complaint is a safeguarding concern, and not every safeguarding concern arrives as a formal complaint. A complaint that reveals a potential safeguarding issue should be routed into your safeguarding process immediately, in parallel with — not instead of — the standard complaints response. See our guide to adult safeguarding referrals for that separate process.
Every complaint tracked against its deadline
CQCLogic’s Complaints Log tracks every complaint, compliment and concern against your published Regulation 16 response deadlines, from first contact through to resolution — so nothing quietly runs past its own timescale unnoticed. See the full feature or view a sample plan.
Summary: What Every Complaints Log Must Include
- Every complaint captured, whether verbal, written, formal, or informal
- Date received and the channel it arrived through
- Acknowledgement date, checked against your own published timescale
- Investigation findings specific to what actually happened, not a generic outcome
- The specific action taken if any failure was identified — not just “resolved”
- Confirmation the outcome was communicated back to the complainant
- A clear route to safeguarding for any complaint that reveals a safeguarding concern
- An escalation record for any complainant who remains unsatisfied
Frequently Asked Questions
What does CQC Regulation 16 require?
Regulation 16 requires providers to establish and operate an accessible system for identifying, receiving, handling and responding to complaints. Any complaint received must be investigated, and necessary and proportionate action must be taken in response to any failure the complaint identifies.
Is there a fixed deadline to respond to a complaint under Regulation 16?
Not for responding to the complainant. Regulation 16 requires an effective system that acts “without delay,” and expects you to set and publish your own reasonable timescale and stick to it. The one fixed deadline in the regulation is different: if CQC requests a summary of your complaints, you must supply it within 28 days of the day after the request.
What counts as a complaint that must be logged?
Any expression of dissatisfaction, whether written or verbal, formal or informal, about the care or service provided. A verbal comment made in passing to a carer still counts if it expresses a concern — providers cannot limit their complaints system to only formal written complaints.
Does every complaint need to be reported to CQC?
No, most complaints are handled and resolved internally without any requirement to notify CQC directly. However, complaints that reveal a safeguarding concern, a serious incident, or a significant regulatory breach may trigger a separate statutory notification requirement independent of the complaints process itself.
What happens if a complainant is not satisfied with the outcome?
Your complaints procedure should set out an escalation route — typically to the provider or a more senior manager if not already involved, and ultimately to the Local Government and Social Care Ombudsman for state-funded care, or a relevant ombudsman service depending on funding type.