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The Care Quality Commission checks whether hospitals, care homes and care services are meeting government standards. Visit our website at www.cqc.org.uk.

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Contact us

Select from the options below to find out how to contact us and what to do if you want to complain or have a serious concern about a person's safety or wellbeing.

Find out how to contact us for information and advice, or to share feedback with us about your health and social care services.

Fill in our web form (email)

The best way to contact us is by using our online form.


Call us

You can contact us at our National Contact Centre:

Telephone: 03000 616161
Fax: 03000 616171

Opening hours are Monday to Friday, between 8.30am and 5:30pm.

 

Write to us

CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA


Our London office

If you need to visit our London office, our address and directions will help you find us.

Care Quality Commission (CQC)
Finsbury Tower
103–105 Bunhill Row
London
EC1Y 8TG

 

Map for our London office


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Request a speaker

To request a speaker, the CQC speaker bids team must receive a fully completed form preferably six to eight weeks before your event.

Owing to the overwhelming number of bids we receive we cannot guarantee to meet every request; however we will try to respond to every request within 10 days.

 

Delegation visits

If you represent a health or social care organisation and would like to visit us to discuss specialised topics, please fill in the request form below.

Find out more about Delegation visits.

Report a concern if you are a member of the public

Click here for more details about how to complain and who to contact.

Report a concern if you are a member of staff

Click here for more details about how to tell us your concerns.

Complain about a service

In the first instance, you should contact the service provider.

By law, all health and social care service providers must have a complaints procedure that you can ask to see, which will tell you how to make a complaint.

If you’re still not happy

If you have complained to the care provider and you are unhappy with their response, there are a number of actions you can take, depending on who the provider is and how your care is funded.

Useful contact details for health care complaints

If you want to make a complaint about a health care service in England, you may find these Contact details for health care complaints useful.

Complaints about the NHS

Contact the Parliamentary and Health Service Ombudsman (PHSO).

Complaints about social care services
  • Council-funded care – You can make a complaint to your council if it pays for your care. If you are unhappy with the outcome of your complaint, you can contact the Local Government Ombudsman.
  • Self-funded care – If you pay for your care yourself, you can contact the Local Government Ombudsman.

Complain about the use of the Mental Health Act

If your complaint is about the use of powers or how duties are carried out under the Mental Health Act, you can complain directly to the Care Quality Commission (CQC). Complaints can be made by anyone – patients, staff or any member of the public.

Powers and duties carried out under the Mental Health Act cover a wide range of services, including receiving care while detained in hospital, or while on a guardianship or community treatment order.

If you ask us to investigate a complaint, we will usually ask you to complain to the service provider before we consider an investigation ourselves. If you need us to, we can help you make your complaint to the service provider.

Use the details below to contact us about the use of the Mental Health Act

Care Quality Commission
Edgeley House
Tottle Road
Riverside Business Park
Nottingham NG2 1RT
Phone: 0115 8736250

If you write to us we will respond to you within five days to confirm we have received your letter and if we need to send you further information we will write to you again within 25 days.

Download our leaflet on how to make a complaint about a care service

The leaflet is also available in the following alternative formats:

How to complain about a health or social care service (Audio)


Complain about CQC

We aim to provide the best possible service, but we don’t always get it right.

Your complaint should be made to the person you have been dealing with because they will usually be the best person to resolve the matter. If you feel unable to do this, or you have tried and were unsuccessful, you can contact our National Contact Centre by phone, letter or email.

CQC National Contact Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Phone: 03000 616161
Email: enquiries@cqc.org.uk
Opening hours: 8.30am – 5:30pm, Monday to Friday

What will happen next?

  • We will write to you within three working days to tell you who will handle your complaint.
  • We’ll try to resolve your complaint. You will receive a response from us in writing within 15 working days telling you what we have done, or plan to do, to put things right.

What if I'm still not happy?

If you aren’t happy with how we responded to your complaint, you must contact our Corporate Complaints Team within 20 days and provide the following information.

  • Why you were unhappy with our response.
  • What outcome you would like.

You can contact our Corporate Complaints Team by phone, letter or email.

CQC Corporate Complaints Team
Finsbury Tower
103–105 Bunhill Row
London
EC1Y 8TG
Phone: 03000 616161
Email: complaints@cqc.org.uk

What will happen next?

  • We will write to you within three working days to tell you who will handle your complaint.
  • Your complaint will be reviewed. The information about your complaint and the way we dealt with it will be reviewed by our Corporate Complaints Team. In some cases we may ask another member of CQC staff or someone who is independent of CQC to investigate it further. If there is a more appropriate way to resolve your complaint, we will discuss and agree it with you.
  • We will send you the outcome of the review within 20 working days. If we need more time, we will write to you to explain the reason for the delay.

The Parliamentary and Health Service Ombudsman

If you remain unhappy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO). Visit the Parliamentary and Health Service Ombudsman website to find out how.

Download more information

For more information about how to complain about CQC, download our leaflet:

The leaflet is also available in the following alternative formats:

How to complain about the Care Quality Commission (Audio)

If you are a health or adult social professional, there are several different ways for you to contact us.

General enquiries

For general enquiries, you can get in touch with our National Contact Centre.

Email: enquiries@cqc.org.uk
Phone: 03000 616161
Fax: 03000 616171

Post:
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Opening hours: Monday to Friday, 8.30am to 5:30pm

If you are an adult social care provider and are contacting us by post, please include your region as the first line of the address. This will be one of the following:

  • CQC Eastern
  • CQC East Midlands
  • CQC London
  • CQC North East
  • CQC North West
  • CQC South East
  • CQC South West
  • CQC West Midlands
  • CQC Yorkshire and Humberside

Bogus inspectors

We are aware that a number of providers have been contacted by people attempting to gain access to services, posing as CQC inspectors. Please note that CQC identification badges include: a photograph of the inspector on the front and a copy of our warrant on the reverse, signed by Cynthia Bower (our Chief Executive).

If you are unsure about the identity of an inspector please contact our enquiries team on 03000 616161 who can verify details for you before allowing access.


Applications

If you want to send an application to us, such as a form to register as a new provider or manager or one to make a variation, you can send these to our dedicated email address HSCA_Applications@cqc.org.uk.


Notifications

If you want to make a notification, you can send these to our dedicated email address, HSCA_notifications@cqc.org.uk.

You can find out more about making notifications on our webpages for NHS trusts or for all other health and social care providers.


Join our provider reference group

Our provider reference groups are online communities through which we collect providers’ opinions and request feedback on our ideas and draft documents.

We currently have communities set up for providers of NHS services, adult social care, independent healthcare, dental services, and independent ambulance services.

Nunwood supports us in managing this system. If you would like to register, please send an email to cqc@nunwood.com, specifying which type of service you provide. Please do not send Nunwood queries on topics other than these groups.

These reference groups are for providers only, but other people can get involved with our work in a number of different ways. Visit Sharing your experience to learn more.

We want to hear from you if you represent a group or committee that gathers information about the views and experiences of people who use health and social care services.

Send us feedback if you represent...

  • People who use health or adult social care services
  • Foundation trust governing bodies
  • Local Involvement Networks (LINks)
  • Overview and scrutiny committees
  • Learning disability partnership boards
  • Local children's safeguarding boards

Please do not include confidential or personal details such as the names and contact details of patients or staff involved.

Find out How we use your feedback to stamp out poor-quality care.


Send us feedback

Please use the Online feedback form specifically for people who represent local groups.


What we want to know

We want information on the quality of health and adult social care services in the area you represent.

This can include information you may have on:

  • services that provide good or bad care.
  • the views and experiences of people who use care.
  • people who have not been listened to by care services.
  • recommendations you have made to help providers improve their services.

You can send us information at any time, regardless of when it took place. However, we particularly welcome information gathered since 1 April 2009.


Tips for sending us feedback

  • What issues matter most to the group you represent and the people in your community? What points do they want to get across?
  • Think about examples of good practice, as well as areas that should be improved.
  • Compare the provider’s performance to the essential standards of quality and safety.
  • Do you have evidence to back up your information? Evidence such as notes from a meeting or a visit to a service, the results of a local survey, or a set of personal stories, along with dates, are very helpful.
  • Do you have any supporting documents you can send us? These documents can help us to spot any patterns in health and social care.

Complaints

We cannot investigate individual complaints.

If you have a particular complaint about a service, you should contact the provider.

Find out how to Make a complaint.


Reporting a safeguarding issue

You should contact your local authority’s children or adult social care department if you have an urgent concern about the wellbeing of a child or adult (whether or not the case is related to a particular health or social care service).

If you don’t want to contact your local authority, or if you are finding it difficult to do so, you can contact us on 03000 616161.

Our media office liaise with national and regional press, TV, radio, trade pulications and other professionals.

They aim to provide timely and accurate information to journalists across the country, and respond to daily requests for information and comments from the media. They also promote CQC's work issuing press releases, statements and by proactive media relations.

Contact the media office

CQC Media Office
Finsbury Tower
103-105 Bunhill Row
London EC1Y 8TG
Phone: 020 7448 9401
Email: media.team@cqc.org.uk


Out-of-hours press enquiries

Call 07917 232 143 to contact the media office during out of hours.


Media officers

  • James Hedges
  • Sarah Robertson
  • Ray Veasey
CQC Twitter account
CQC Facebook page
Find us on Facebook, follow us on Twitter

Our Facebook and Twitter accounts help us to engage with members of the public and care providers. We can answer your basic queries and we also use these accounts to keep you up to date with our latest news.

However, we may not be able to respond to every query on social media, mainly owing to the nature of queries we receive and the privacy and confidentiality standards we strive to maintain. We may also be unable to provide a satisfactory response in full when restricted by character limits.

If you have been directed here by the CQC from one of our social networking accounts, please follow up on your query by completing our web form.