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Receiving and Acting on Complaints In Care Course (Level 4)
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The Receiving and Acting on Complaints In Care Course covers complaint identification, accessible systems, appropriate action, monitoring and escalation. It is designed for staff who may receive complaints from service users, patients, customers or representatives, helping learners respond professionally while supporting effective complaint handling and service improvement.
Receiving and Acting on Complaints In Care Course (Level 4) Summary
Course Name: Receiving and Acting on Complaints In Care Course (Level 4)
Duration: 1 hour
Delivery: Online Training Course
Certificate Included: Instant Digital Certificate
Accreditation: CPD Accredited
Suitable For: Healthcare, social care, care providers, customer service, HR, education, local government and other workplace professionals involved in receiving or responding to complaints
Assessment: Online Multiple Choice Test
Access: Instant Access
Duration
1 hour
CPD Points
1
Last Updated:
25 Jul 2026
What is Receiving and Acting on Complaints In Care training?
Receiving and Acting on Complaints In Care training helps learners understand how complaints should be identified, received, handled, recorded and responded to in a care setting.
The course focuses particularly on CQC Regulation 16: Receiving and acting on complaints, which requires regulated care providers to operate an effective and accessible complaints system and investigate complaints appropriately.
Learners explore what Regulation 16 requires, how people can make complaints, what constitutes appropriate action, how complaint systems should remain accessible and effective, and how complaints can be monitored.
The training supports practical workplace competence by helping staff respond appropriately when a service user, patient, relative or representative raises a concern, while recognising when a complaint needs escalation or further investigation.
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Who Is This Course For?
The Receiving and Acting on Complaints In Care Course is suitable for healthcare and social care staff who may receive or respond to complaints as part of their role. This includes care assistants, support workers, nurses, healthcare assistants, administrative staff, care home teams, domiciliary care workers, practice staff, managers and customer-facing employees.
It can also support HR professionals, customer service teams, education staff, local authority employees and other workplace professionals who handle complaints or feedback. The course is suitable for induction, refresher training, awareness and knowledge enhancement.
Key Benefits
✓ Identify complaints and concerns that require an appropriate response
✓ Apply the principles of effective and accessible complaint handling
✓ Understand when complaints should be acknowledged and escalated
✓ Support fair, professional and proportionate responses to concerns
✓ Recognise how complaint monitoring can identify recurring issues and risks
✓ Use complaints as an opportunity to support service improvement and better outcomes
Course Modules
- Receiving and Acting on Complaints – Course Introduction
- What is Regulation 16
- Regulation 16 in Full
- Making a Complaint
- Appropriate Action
- Accessible Systems
- Effective Systems
- Complaint Monitoring
- Honouring the Complainant
- The Role of the CQC
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Learning Outcomes
| Learner Outcome | Covered |
|---|---|
| Explain what CQC Regulation 16 means for complaint handling | ✓ |
| Identify the key requirements of Regulation 16 | ✓ |
| Recognise how people can make a complaint in a care setting | ✓ |
| Explain what constitutes appropriate action following a complaint | ✓ |
| Identify the features of an accessible complaints system | ✓ |
| Recognise the characteristics of an effective complaints system | ✓ |
| Explain why complaints should be recorded and monitored | ✓ |
| Identify how complaint monitoring can support service improvement | ✓ |
| Recognise the importance of respecting and supporting complainants | ✓ |
| Explain the role of the CQC in relation to complaints | ✓ |
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What Our Learners Say?
“Clear, practical and easy to follow. I now feel more confident responding to concerns professionally.”
Sarah M
Care Home Manager
“A useful introduction to Regulation 16 and the importance of having an accessible complaints process.”
David R
Healthcare Administrator
“Short, straightforward training that helped clarify how complaints should be handled and monitored.”
Joanne T
Care Support Worker
4.88/5 from 245+ learners
Why Is Receiving and Acting on Complaints In Care training important?
Effective complaint handling protects service users, patients, families, customers and staff by ensuring concerns are listened to and acted upon appropriately. In regulated health and social care, CQC Regulation 16 requires providers to have an effective and accessible system for receiving, recording, handling and responding to complaints, with appropriate investigation and action where failures are identified.
Good complaint handling also helps organisations identify recurring problems, reduce risks and improve services. CQC guidance highlights the importance of clear processes, accessible information, appropriate responses, confidentiality, records and learning from complaints.
For learners, the course provides practical knowledge that can support professional communication, consistent workplace standards and evidence of relevant CPD training.
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Is Receiving and Acting on Complaints In Care training a legal requirement in the UK?
There is no general UK law requiring every employee to complete this specific Receiving and Acting on Complaints In Care Course.
However, legal requirements apply to complaint handling within regulated health and social care services. Under Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, regulated providers must operate an effective and accessible complaints system, investigate complaints and take necessary and proportionate action when failures are identified.
For NHS services in England, the NHS Complaint Standards provide expectations for effective complaint handling, including early resolution, fair investigation, appropriate responses and learning from complaints.
Employers should therefore provide staff with appropriate training and ensure their complaint procedures, responsibilities and escalation arrangements are understood.
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Receiving and Acting on Complaints In Care training FAQ?
What is Receiving and Acting on Complaints In Care training?
Receiving and Acting on Complaints In Care training teaches staff how to identify, receive, handle, record and respond to complaints. This course focuses on CQC Regulation 16 and covers accessible and effective complaints systems, appropriate action, complaint monitoring, supporting complainants and the role of the CQC.
Who needs Receiving and Acting on Complaints In Care training?
The course is suitable for healthcare and social care staff who may receive complaints from service users, patients, relatives or representatives. It can also benefit care managers, support workers, nurses, healthcare assistants, administrative teams and other customer-facing or workplace professionals involved in complaint handling.
Is Receiving and Acting on Complaints In Care training a legal requirement?
The specific course is not legally mandatory for every employee. However, regulated care providers have legal duties under Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 to operate an effective and accessible complaints system and investigate complaints appropriately.
What is CQC Regulation 16?
CQC Regulation 16 covers receiving and acting on complaints. It requires regulated providers to establish and operate an effective and accessible system for identifying, receiving, recording, handling and responding to complaints. Complaints must be investigated and necessary and proportionate action taken where failures are identified.
How should complaints be handled in a care setting?
Complaints should be received professionally, recorded appropriately, investigated fairly and responded to within the organisation’s procedures. Staff should know how to escalate concerns and recognise when another process, such as safeguarding, patient safety or a regulatory process, may also be required. NHS complaint guidance also emphasises listening, understanding impact and identifying appropriate remedies.
How often should complaints handling training be completed?
There is no single UK-wide legal interval requiring this specific training to be completed annually. Employers should determine refresher training according to their policies, risks, staff responsibilities, regulatory expectations and identified learning needs. Training may be particularly appropriate during induction, when responsibilities change or when complaint monitoring identifies a knowledge gap.
How long does the Receiving and Acting on Complaints In Care Course take?
The course takes approximately 1 hour to complete. It is delivered online, allowing learners to study at their own pace. The source course also provides a multiple-choice assessment, with unlimited exam retakes available, and a CPD-accredited certificate following successful completion.
Does the course include a certificate?
Yes. On successful completion of the online quiz, learners receive an instant CPD-accredited course certificate that can be downloaded or printed. The course page also states that learners can request a hard-copy certificate.
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Receiving and Acting on Complaints In Care Course (Level 4)
- CPD Accredited
- Instant Certificate
- Instant Access
- Bulk Discounts Available