Resources for care providers

Resources to help care providers deal with complaints effectively


Template procedures

 Template complaint procedure - a ready written document to adapt (PDF)

 Template complaint procedure - Microsoft Word version (DOC)

 Complaint management checklist - if you have a complaint procedure, this will help you update it to ensure it covers everything that it should (PDF)

 Signpost to the Ombudsman and CQC - insert this into your complaint procedure to advise people of their right to access the Ombudsman or the regulator (PDF)

 Signpost to the Ombudsman and CQC - Microsoft Word version (DOC)


Template letters - responding to complaints

 Initial letter (PDF)

 Initial letter - Microsoft Word version (DOCX)

 Holding letter (PDF)

 Holding letter - Microsoft Word version (DOCX)

 Final decision letter (PDF)

 Final decision letter - Microsoft Word version (DOCX)


Guidance - responding to complaints

 Writing a decision letter (PDF)

 How to write an apology (PDF)


Information sheets - FAQs for providers

 Adult social care complaints (PDF)

 Premature complaints (PDF)


Training for social care providers

We offer two courses for social care providers, developed and delivered by our experienced complaint-handlers:


Our Reports