# The Health and Social Care Act 2008 (Regulated Activities) Regulations 2009, Regulation 19: Complaints


(1) For the purposes of assessing, and preventing or reducing the impact of, unsafe or inappropriate care or treatment, the registered person must have an effective system in place (referred to in this regulation as “the complaints system”) for identifying, receiving, handling and responding appropriately to complaints and comments made by service users, or persons acting on their behalf, in relation to the carrying on of the regulated activity.
(2) In particular, the registered person must—
(a) bring the complaints system to the attention of service users and persons acting on their behalf in a suitable manner and format;
(b) provide service users and those acting on their behalf with support to bring a complaint or make a comment, where such assistance is necessary;
(c) ensure that any complaint made is fully investigated and, so far as reasonably practicable, resolved to the satisfaction of the service user, or the person acting on the service user’s behalf; and
(d) take appropriate steps to coordinate a response to a complaint where that complaint relates to care or treatment provided to a service user in circumstances where the provision of such care or treatment has been shared with, or transferred to, others.
(3) The registered person must send to the Commission, when requested to do so, a summary of the—
(a) complaints made pursuant to paragraph (1); and
(b) responses made by the registered person to such complaints.

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Source: https://www.legislation.gov.uk/ukdsi/2009/9780111487006/regulation/19 (the official version)
Page: https://openlegislation.uk/draft-health-and-social-care-act-2008-regulated-activities-regulations-2009/regulation-19
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.