May 15, 2025
Last Updated on September 4, 2026
Submitting a CQC factual accuracy challenge (FAC) is crucial for ensuring that Care Quality Commission reports accurately reflect the quality of services provided, says Philippa Doyle, Head of Social Care at Hempsons.
Feedback from CQC indicates that only large providers are currently challenging reports. However, CQC encourages more challenges from small and medium-sized organisations. This feedback is essential for CQC to improve its processes and ensure fair representation of services.
CQC reports are publicly accessible online indefinitely, serving as a snapshot of your service at a particular time. These reports are read by families, potential users, local authorities, integrated care board (ICB) commissioners, the Court of Protection and even insurance companies. Therefore, it is crucial that they accurately reflect your service.
When and how to submit a CQC factual accuracy challenge
Providers should challenge reports if something does not read right. This is not limited to factual inaccuracies like the number of staff on duty; it includes any aspect that might misrepresent your service. Even if you receive a ‘Good’ rating, you can challenge specific Quality Statements (QSs) if they contain inaccuracies or negative portrayals based on isolated incidents.
The process now uses a digital portal. Providers receive an email link and must respond within 10 working days. Each comment is limited to 2,000 characters. Some larger providers still use a Word form instead. CQC reviews every response through an independent staff member.
Providers should not hesitate to ask for extensions where needed. Evidence must relate to the position at the time of assessment.
Preparing your factual accuracy challenge
Preparation is key when it comes to FACs. Providers should focus on what each QS says and provide relevant evidence without overwhelming CQC with unnecessary information. Sometimes, the same piece of evidence might need to be shared multiple times across different QSs.
For example, a service may score a 1 on the QS ‘Well Led – Shared Direction and Culture’ due to a lack of regular team meetings where staff could share feedback. However, the QS references equality and diversity (E&D) and whether they are actively promoted, and the service has scored a 3 on another QS on E&D as they have shared sufficient evidence that it is promoted in other ways, but this evidence was not considered. This needs to be challenged, with the evidence being cross referenced and including in the poorly scored QS.
If you missed something during the inspection or did something wrong, produce evidence now to show what you have fixed or what was missed at the time. Small changes in report scoring can significantly impact your service’s reputation.
Remember, the inspector is only one part of the process; a computer and an analyst who has never met you complete the team. The accuracy of your report depends on the quality of data and evidence provided. CQC’s assessment methodology continues to evolve in 2026.
Further options after a CQC challenge
If you are still unhappy with the FAC outcome, consider a Ratings Review within 15 working days from publication, or file a complaint within 12 months. Though these steps will not alter the report itself, they could prompt re-training or changes in the inspection team.
To support providers in preparing for their inspections, Hempsons has partnered with Care England to produce a comprehensive toolkit that thoroughly analyses each of the 34 QSs. It helps providers understand what CQC is looking for and how each QS relates to the fundamental standards of care regulations.
By reflecting on compliance and identifying the necessary evidence, providers can showcase their services in the best possible light and secure ratings that truly represent the quality of care they deliver. Read CQC’s official guidance on factual accuracy checks here.
Philippa Doyle is Head of Social Care at Hempsons.
Email: [email protected]