Providers: helpful information and resources
The Local Government Ombudsmen have statutory authority to investigate complaints relating to action taken by an adult social care provider in connection with the provision of adult social care.
Adult social care is defined as including all forms of personal care and other practical assistance provided for individuals aged 18 and over who by reason of age, illness, disability, pregnancy, childbirth, dependence on alcohol or drugs, or any other similar circumstances, are in need of such care or other assistance.
If you are an adult social care provider registered with the Care Quality Commission (CQC), you are required to have a complaints procedure.
We will not normally investigate a complaint until you have had a chance to put things right and the complainant must show us they have suffered an injustice as a result of your actions.
LGO resources
On this page you will find useful information and resources that will help you deal effectively with complaints.
Department of Health resources
The Department of Health also publishes good practice guidance for managing complaints including:
Research
Following the extension of our role in October 2010, we commissioned research into the state of complaint handling in the adult social care sector. The aim was to understand what works well and what needs to be improved, from a range of different perspectives. See the Surveys section for further details.
Date Updated: 30/03/12