Please note: due to current lockdown restrictions, our telephone helpline will be open between 10am and 12 noon on Mondays and Tuesdays, and between 10am and 4pm on Wednesdays, Thursdays and Fridays until further notice. This does not affect our casework and investigations.

If you want to make a new complaint:

• Please use our complaint form

• By doing so you help us to keep our telephone helpline for people who cannot go online, need help to do so or who want general advice about the complaints process

If you have an existing complaint:

• We will contact you when we have an update on your case

• If you have a named contact, you can contact them by telephone or email

• If you do not have a named contact, please avoid calling our helpline. By doing so you help us to keep the helpline for people who need help make a new complaint

If you need general advice or help to complain online:

• Our helpline is open Monday and Tuesday, between 10am and 12 noon and Wednesday to Friday between 10am and 4pm

• Please help us to keep this helpline for people who cannot go online, need help to do so or who want general advice about the complaints process

• Our helpline number is 0300 061 0614

If you have an urgent or emergency problem:

• Please contact your local authority or care provider. We expect them to respond appropriately to any complaints they receive

• We usually expect you to have completed their complaints process before we can consider your complaint

Other types of enquiries:

• Enquire about our training courses

• Press enquiries – see News

• Request information (freedom of information or subject access request) - see Accessing information