Successful Appeal of a CQC Notice of Decision – Registration Preserved

Our client faced significant regulatory action from the Care Quality Commission (“CQC”), including a Notice of Proposal followed by a Notice of Decision to cancel the registration of their service. This posed a serious risk to the continued operation of the service and had the potential to undermine both reputation and financial viability.

We were instructed to support the client throughout the full regulatory challenge process. This involved making representations in response to the Notice of Proposal, submitting a fulsome appeal against the Notice of Decision, challenging factual inaccuracies within the inspection report, and supporting the management of external communications, including press releases.

Throughout the process, our focus was on ensuring consistency and alignment across all submissions and communications. This enabled us to demonstrate a clear and upward trajectory of improvement and to secure an outcome that ultimately preserved the client’s registration.

Following an inspection, CQC issued a Notice of Proposal indicating its intention to cancel the registration of the client’s regulated service. That position was subsequently confirmed in a Notice of Decision.

The inspection report contained findings which the client disputed in part on grounds of factual accuracy. The proposed regulatory action threatened the closure of a service that provided vital support to people in need, making it essential to respond in a way that was both robust and strategically aligned.

The client therefore required a comprehensive approach that addressed the regulatory concerns, demonstrated improvement, corrected inaccuracies in the inspection record and safeguarded reputation while proceedings were ongoing.

We adopted a coordinated strategy tailored to both the regulatory framework and the operational realities of the service.

We worked closely with the provider to prepare detailed representations in response to the Notice of Proposal, setting out immediate and planned improvements across governance, staffing, environment and quality assurance. All supporting evidence was carefully structured to respond directly to the concerns identified by CQC and to show progress already underway.

When CQC confirmed its intention to cancel registration, we prepared and submitted a full appeal. The appeal set out clear legal and factual grounds, emphasising the corrective actions taken, the tangible outcomes of quality improvement work, and the disproportionate impact that cancellation would have had on service users and stakeholders.

At the same time, we scrutinised the inspection report and submitted a factual accuracy challenge, supported by contemporaneous records and documentary evidence. This ensured that the regulatory process proceeded on an accurate factual basis.

Alongside the formal regulatory steps, we supported the client in managing press releases and external communications. This ensured that public messaging remained measured, accurate and reflective of the improvements being made, while protecting the client’s reputation during a sensitive period.

Across all strands of work, we ensured that the narrative presented to CQC and externally was consistent, credible and focused on sustained improvement.

Approximately four months after the appeal was submitted, CQC carried out a re-inspection of the service. The inspection identified measurable improvements across the key areas of concern.

Following the re-inspection, CQC upheld the appeal and withdrew the Notice of Decision to cancel registration. As a result, the client’s registration was preserved, the service continued without interruption and improvements were formally recognised by the regulator.

This case demonstrates the importance of a coordinated and strategic approach when responding to regulatory action. By aligning representations, appeal submissions, factual accuracy challenges and external communications, we supported our client in successfully defending their registration while evidencing genuine and sustained improvements in service quality.

If your organisation is facing regulatory challenge or inspection issues, we can support you in navigating the process with clarity and strategic representation.