The Local Government and Social Care Ombudsman (LGSCO) has today launched best practice guidance to help adult social care providers deliver fair, transparent and accountable complaints handling – particularly for self-funding care users.

The campaign encourages providers to ensure their complaints processes are clear and accessible - and confidently inform self-funded residents and their families about the LGSCO’s role in independently and impartially reviewing complaints that cannot be resolved. By embedding strong signposting and clear escalation routes, providers can reduce misunderstandings, resolve concerns earlier and demonstrate a positive complaints culture to regulators and prospective customers alike.

To support providers in assessing their current approach, the Ombudsman has developed a new interactive quiz, enabling providers to quickly benchmark their complaints process against best practice. Providers receive tailored feedback and are directed to the Ombudsman’s toolkit, helping them identify clear, practical steps to strengthen their processes.

The toolkit offers detailed guidance and ready-to-use resources to support improvement. Providers are encouraged to use it to review and refine their existing complaints policies with confidence.

The toolkit includes a checklist to help organisations that value accountability review and strengthen their complaints handling processes. It is designed to be proportionate and accessible for providers of all sizes, including smaller independent services.

The toolkit also includes template letters and template complaints policies, alongside practical materials such as a poster and leaflet, enabling providers to clearly demonstrate their commitment to transparent and effective complaints handling to care users and staff.

Providers can access the full guidance and downloadable resources here.

Julie Odams, Chief Executive of the LGSCO, said:

“As the Social Care Ombudsman we independently and impartially investigate unresolved complaints from self-funded care users.

“Our aim with this guidance is not only to support people who use care, but to work constructively with providers to strengthen complaints handling across the sector. A well-managed complaint is an opportunity to learn, improve and build trust.

“For self-funded care recipients and their families, who have not organised their care through their local council, clarity about what happens if something goes wrong can make a real difference to their confidence and peace of mind. For care providers, aligning with our best practice standards will enable them to demonstrate their commitment to transparency, strong leadership and continuous improvement – qualities families actively look for when choosing care.”

“We believe these new tools will help build confidence across the care sector for the benefit of everyone working in or drawing on care services.”

Article date: 25 March 2026