Receiving, acknowledging, and recording complaints

In England, CQC Regulation 16 requires that anyone can make a complaint to any member of staff, either verbally or in writing. Equivalent expectations exist elsewhere in the UK. Staff must accept verbal concerns as valid and ensure they are handled correctly.

What staff should capture

• Who is complaining: and whether they are the resident, a relative, an advocate, or another representative.
• What happened: keep the record factual, specific, and neutral.
• When and where it happened: include dates, times, and shifts where known.
• What outcome the person wants: explanation, apology, action, review, meeting, or something else.
• Any immediate risks: safeguarding, injury, medicine concerns, visiting breakdown, or ongoing unsafe care.
• What was agreed next: who will be told, whether privacy was offered, and how updates will be given.

Records should be factual and respectful. Avoid sarcasm, assumptions, or defensive language. Make records accessible: homes may need to provide advocates, interpreters, or alternative formats so people can use the complaints system.

When a complaint comes from a relative, friend, visitor, attorney, or advocate, record the concern but be careful about sharing personal information. The resident's consent, mental capacity, best interests, legal authority, confidentiality, and safeguarding risk will affect who can receive updates and how much detail can be disclosed.

For managers and complaint leads

A complaint does not need to arrive in a formal format to count. If it needs a response, it must be recorded and passed on properly.