Before we can look at your complaint, you must complain to the care provider involved and give it a chance to fix the problem. These tips will help make that process easier for you and the person dealing with your complaint.

You should give the care provider a chance to fix the problem before you make a complaint. This can be the quickest way to sort out the issue.  

Don’t delay

• You should give the care provider a chance to fix a problem before making a complaint. We call this as a “service request”. If the care provider cannot resolve the issue for you and you remain unhappy you can make a complaint.
• Complain to the care provider as soon as possible. It is easier to remember the details. Most care providers will only look at complaints about something that happened in the last 12 months. The law also puts a limit on how far back the Ombudsman can investigate. 
• If you are not happy with the care provider’s  first response to your complaint, you might be able to take your complaint to a second stage or complain to the Ombudsman. The care provider should explain where you can go if you are still unhappy.  Don’t wait to take your complaint further if you are unhappy with the care provider’s response.

Make checks

• Make sure you are complaining to the right organisation and the right person. Large care providers are likely to have a complaints team you can contact. Smaller care providers should have clear information about who to complain to if you are unhappy. If you are unsure, ask a member of staff. You can search for the contact details of your care provider on the Care Quality Commissions website: Find care services - Care Quality Commission
• Sometimes you might be be unclear who you need to complain about. It can be hard to understand which services are provided by your care provider and which are provided by your local council or local health services. If you are unsure, ask a member of staff. You can find details of your local council here: Find your local council - GOV.UK
• The Local Government and Social Care Ombudsman can investigate complaints about local councils and care providers. We also work closely with the Parliamentary and Health Service Ombudsman to investigate complaints where care and health services are working together. We expect you to complain to all organisations you are unhappy with before coming to us.
• If you are complaining on behalf of someone else, check you have the power to do so. Make sure you can provide the care provider with evidence you can complain on their behalf.

Tell them it’s a complaint

• Tell the care provider you are making a complaint. Say you want to put it through the complaints procedure. Ask for details of the complaints procedure and find out who will be handling your complaint.

Put it in writing

• It is helpful if you can put your complaint in writing. If you don’t feel comfortable doing that, you could ask a friend, carer, family member or an organisation like Citizens Advice to help you. Write ‘complaint’ at the top of your letter or email, so there can be no doubt.

Be clear and brief

• Focus on explaining the following points:
  • What has gone wrong
  • How this has impacted you or other people
  • What you want the care provider to do to put things right
• Cover all the relevant points but be as brief as you can. Avoid writing long letters or emails – if you struggle to write briefly there are online tools such as AI that can help summarise your complaint for you.
• Make it easy to read by using numbered lists and headings to highlight the important issues.
• Give your contact telephone and email details, as well as your address. Then, if the person dealing with the complaint needs more information, they can contact you and ask.

Providing evidence

• You do not need to provide evidence to support your complaint. The care provider should have all the relevant information on its records. If the care provider cannot find information on its records it should ask you for any copies you have. Keep notes of any telephone calls about the complaint, including the name of the person you spoke to. This may be helpful later.

Check it through

• Get family or friends to read your complaint before you send it – if they can’t understand it then the person you send it to may struggle too.

Be clear about what you want

• Explain clearly what you hope to achieve by complaining. But be realistic. Your request needs to be fair and in proportion to the problems you have had.

Be polite

• Whether writing or speaking to someone, try to remain polite and calm.
• Be assertive, not aggressive. Your experience of making a complaint is likely to be more productive if you calmly discuss the issues with the complaint officer. Acting aggressively makes the complaint process more difficult for everyone and doesn’t lead to a better outcome.

Respond appropriately

• Respond appropriately, if you are asked to. Read any letters and documents that are sent to you. If you cannot reply within the time given, tell the organisation why and ask for more time.

Be patient

• It might take some time for your complaint to be looked at, particularly if you have a complex complaint.
• We would expect the care provider to keep in touch when investigating your complaint. However, there are some things you can do if your complaint seems to be stuck in the process, or you have not had an update in a while:
  • Ask to the care provider to confirm it is looking at your complaint.
  • Ask for an update and estimated date of response.
  • Ask what stage your complaint is at in the complaint process and what steps you need to take if you are still unhappy.
• Don’t be afraid to chase politely if nothing seems to be happening to progress your complaint.  

Suggested wording for letter or e-mail asking an organisation for an update

Dear Sir/ Madam

I complained to your organisation on [INSERT DATE]. I have not heard from you for some time about my complaint and would like you to provide me with an update.

Please could you tell me:

1. What stage of your complaints process my complaint is at
2. When you expect to provide me with a full response to my complaint
3. What the next steps are if I am still unhappy following your response

Please  confirm you have received this letter/e-mail and provide me with a response within five working days.

Kind regards

[YOUR NAME]

 

June 2025