UK Statutory Instrument SI 2009 England

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

Read it on legislation.gov.uk (opens in a new tab)
Enforced by
Local Authority, CQC
Status
In Force
Penalty ceiling
Regulated

Does it bind you?

Business-side roles with duties under this instrument.

Any Person5 Contractor1

Plus 3 duties on the regulator, Crown ministers and public bodies — folded into the section list below.

Other Acts binding the same actors

If a role above is yours, these are the other instruments that most often bind it.

Any Person — also bound by 2340 other Acts
Contractor — also bound by 173 other Acts

What it requires

Regulations creating concrete business duties or carrying penalties, grouped as the instrument is structured. Titles link to the source text — blue means you’re leaving for legislation.gov.uk.

s.003 Arrangements for the handling and consideration of complaints (opens in a new tab) Regulated
  • Establish and maintain effective complaint handling arrangementsAny Person
s.009 Duty to co-operate (opens in a new tab) Regulated
Other duties (1) — Crown / regulator
  • Public bodies must co-operate on joint health and social care complaintsLocal authority
s.010 Care standards complaints (opens in a new tab) Regulated
Other duties (1) — Crown / regulator
  • Local authorities must forward care standards complaints to registered providersLocal authority
s.011 Social care provider complaints (opens in a new tab) Regulated
Other duties (1) — Crown / regulator
  • Local authorities must forward social care complaints and coordinate responsesLocal authority
s.013 Procedure before investigation (opens in a new tab) Regulated
  • Acknowledge and plan the handling of health and social care complaintsAny Person
s.014 Investigation and response (opens in a new tab) Regulated
  • Investigate and respond to social services or NHS complaintsAny Person
s.016 Publicity (opens in a new tab) Regulated
  • Establish and publicise a clear complaints procedureAny Person
s.017 Monitoring (opens in a new tab) Regulated
  • Maintain records of all complaints, outcomes, and response timesAny Person
s.018 Annual reports (opens in a new tab) Regulated
  • Prepare and share an annual report on health and social care complaintsContractor
15 other provisions — procedural and definitional
s.001 Citation, commencement, effect and application (opens in a new tab)
s.002 Interpretation (opens in a new tab)
s.004 Responsibility for complaints arrangements (opens in a new tab)
s.005 Persons who may make complaints (opens in a new tab)
s.006 Duty to handle complaints (opens in a new tab)
s.007 Complaints about the provision of health services (opens in a new tab)
s.008 Complaints not required to be dealt with (opens in a new tab)
s.012 Time limit for making a complaint (opens in a new tab)
s.015 Form of communications (opens in a new tab)
s.019 Transitional provision: complaints to local authorities (opens in a new tab)
s.020 Transitional provision: complaints to NHS bodies, primary care providers and independent providers, and investigation by Health Service Commissioner (opens in a new tab)
s.021 Transitional provision: investigation by Health Service Commissioner in relation to complaints about NHS foundation trusts (opens in a new tab)
s.022 Revocations (opens in a new tab)
s.023 Consequential and transitional provisions (opens in a new tab)
s.consequential and transitional provisions CONSEQUENTIAL AND TRANSITIONAL PROVISIONS

Help complying

Guvnor’s practical routes through this instrument.

Respond to a medicines or controlled drugs incident

What to do when a medicines incident occurs: medication error, controlled drug discrepancy, or CD theft/loss. Covers securing the patient and evidence, …

Respond to a CQC investigation or enforcement action

What to do if your healthcare or social care service faces CQC enforcement action. Covers understanding the type and severity of action, …
1 more guide that reference this instrument
Clinical governance and quality improvement

Duty extraction and severity labels are Guvnor’s analysis of the instrument, not the instrument itself. Always verify against the linked source text.