Good record keeping - guidance for care providers Caring about Complaints: lessons from our independent care provider investigations

 Funded Nursing Care payments - guidance for care providers (PDF)

 My Expectations for Raising Concerns and Complaints - research into patient and service user expectations of good complaint handling in health and social care (PDF)

• See also: Adult social care annual complaint reviews - the state of adult social care complaints, including our statistics for care providers and councils

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

 Template complaint procedure - Microsoft Word version (DOC)

 Complaint management checklist - ensure your complaint procedure covers everything it should (PDF)

 Signpost to the Ombudsman and CQC - how to tell people of their right to come to the Ombudsman or the regulator (PDF)

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

How to... guides

 How to write a decision letter (PDF)

 How to write an apology (PDF)

Template letters to adapt

 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)

Adult social care complaints – frequently asked questions

Premature adult social care complaints – frequently asked questions

Our Online Effective Complaint Handling Training is a practical interactive workshop for councils and care providers that helps participants develop their complaint handling skills.

Our in-house and open courses are aimed at staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers, and staff who investigate and make decisions about complaints. For more information, visit the Training page.

 Care providers poster (PDF)