UK Statutory Instrument 2009 United Kingdom

Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

What this means for your business

1 obligations
1 guides
Applies to
United Kingdom
On this page
1 compliance obligation, 1 practical guide
Read full text on legislation.gov.uk

What you must do

1 compliance obligation under this legislation.

Reporting and filing 1

Prepare and distribute an annual complaints report

If your organisation is a ‘responsible body’ – for example an NHS body (other than an integrated care board or NHS England) or a primary‑care, independent or integrated‑care provider delivering services under an NHS arrangement – you must produce an annual report each year. The report must include numbers of complaints received, how many were upheld, referrals to commissioners, a summary of complaint topics and any actions taken to improve services. You must make the report available to anyone who asks for it and, where the rule applies, send a copy to the relevant integrated‑care board, NHS England or the commissioning partner.

Trader/Business s.18 Your organisation is a ‘responsible body’ as defined in the regulation (NHS …

Practical guidance

Our guides explain how to comply with the requirements above.

Clinical governance and quality improvement

Clinical governance framework for healthcare providers covering patient safety culture, clinical audit, incident investigation, duty of candour, complaints handling, and …

Sections and provisions

24 classified provisions from this legislation.

9 Duties 4 Definitions 4 Exemptions

Duties 9

  • s.3 Arrangements for the handling and consideration of complaints responsible body
  • s.9 Duty to co-operate
  • s.10 Care standards complaints
  • s.11 Social care provider complaints
  • s.13 Procedure before investigation
  • s.14 Investigation and response
  • s.16 Publicity responsible body
  • s.17 Monitoring responsible body
  • s.18 Annual reports responsible body

Definitions 4

  • s.2 Interpretation the 1993 Act the 2004 Regulations the 2006 Act
  • s.4 Responsibility for complaints arrangements
  • s.5 Persons who may make complaints
  • s.15 Form of communications

Exemptions 4

  • s.6 Duty to handle complaints
  • s.7 Complaints about the provision of health services
  • s.8 Complaints not required to be dealt with
  • s.12 Time limit for making a complaint