Compliments
Positive feedback helps the team recognise good practice and understand what is working well.
A clear route for compliments, concerns, and complaints
People we support, families, advocates, professionals, and partners should have a clear way to share feedback or raise concerns.
How feedback is handled
Choose the right route for your feedback or concern
People can use this page to separate compliments, complaints, urgent safety concerns, and regulator questions so the right information reaches the right place.
Complaints
Complaints are reviewed through the provider's formal complaints process so the concern can be considered and responded to properly.
Regulator route
Regulator information helps people understand what CQC can and cannot do when concerns relate to quality or safety.
Safeguarding and whistleblowing
Urgent safeguarding, whistleblowing, and emergency concerns should always be raised through the fastest and safest available route.
Complaints process
How a complaint is received, reviewed, and responded to
A simple overview helps people understand how a complaint is received, reviewed, and taken forward.
1
current
Receive and record
People can raise a concern directly or through someone acting on their behalf, and the concern should be recorded in line with the approved procedure.
2
neutral
Review and respond
The team reviews the concern, decides what action is needed, and keeps the person informed through the appropriate route.
3
neutral
Escalate when needed
If someone remains dissatisfied after the provider has responded, the next escalation route can be discussed through the appropriate complaints process.
Urgent safety route
Urgent safety concerns should never wait for a routine response
If someone is in immediate danger or needs urgent help, use the fastest emergency or safeguarding route available rather than waiting for a standard website response.
Immediate risk
If someone is at immediate risk, contact emergency services or the relevant local safeguarding route without delay.
Complaint
Complaints can still be raised through the normal route where the concern is not an emergency and needs formal review.
Learning
Non-urgent feedback, compliments, and suggestions can still be shared through the standard feedback route so the team can review and learn from them.
Feedback routes
Common feedback and complaints questions
These answers help people understand where to send feedback, how complaints are considered, and when a concern may need a different route.
Use the feedback contact route on this page so compliments can be recorded and shared with the right people.
Complaints should follow the provider's formal complaints process so they can be acknowledged, reviewed, and responded to fairly.
Concept Support is preparing for CQC registration and will publish provider profile, badge, and rating details once they are confirmed. This page is for sharing feedback with the team, not for accessing regulator information.
CQC uses information about poor care to inform its regulatory work, but it does not take complaints forward on someone's behalf. People can complain to the provider or to the organisation that paid for the care.
If someone remains dissatisfied after the provider has had a fair chance to respond, the next escalation route can be discussed through the complaints process.
Do not rely on a routine website response for immediate safety concerns. Use emergency services or the relevant urgent safeguarding route straight away when someone is at immediate risk.
Share feedback through the right route
Use the right contact route for compliments, complaints, concerns, safeguarding prompts, and general feedback.