Complaint Handling Code Advice, guidance and best practice in complaint handling for organisations we investigate What is the Complaint Handling Code? The Complaint Handling Code ('the Code’), sets out a process for organisations that will allow them to respond to complaints effectively and fairly. The purpose of the Code is to enable organisations to resolve complaints raised by individuals prom ...

Guide for complaint handlers: A proportionate approach to considering complaints Contents: Chapter index for Guide for complaint handlers: A proportionate approach to considering complaints Updated: 06 February 2025 Guide for complaint handlers: A proportionate approach to considering complaints search Search this content Submit search Part 8 • A proportionate approach to complaints A proportiona ...

Premature adult social care complaints – frequently asked questions Why have you sent this complaint to me as the registered care provider? The Local Government and Social Care Ombudsman (LGSCO) has powers to investigate complaints made by people who self fund their care or have arranged it themselves. This means they are in a direct contractual arrangement with you as their care provider. If, in ...

Financial Instructions Contents: Chapter index for Financial Instructions Updated: 21 March 2025 Financial Instructions search Search this content Submit search Part 4 • 4. Funding and Income Grant-in-Aid 4.1 In the first week of every month, the Head of Finance must provide MHCLG with a forecast of the monthly cash drawdown using the data provided by the Budget holders via the Budget/Revised Bud ...

Guide for members responsible for complaints: Effective scrutiny of complaint systems Contents: Chapter index for Guide for members responsible for complaints: Effective scrutiny of complaint systems Updated: 06 February 2025 Guide for members responsible for complaints: Effective scrutiny of complaint systems search Search this content Submit search Part 1 • Executive summary Executive summary T ...

Ombudsman to resume taking new complaints online The Local Government and Social Care Ombudsman will be resuming all existing casework and taking on new complaints through its website from next week (29th). The Ombudsman paused all casework which needed input from councils and care providers at the end of March, to protect their capacity to provide frontline services during the Covid-19 crisis. S ...

Adult social care guides launched to help providers deal with complaints better Councils and care providers are being encouraged to adopt a new statement which sets out best practice in receiving and dealing with comments, complaints and feedback about their services. Launched this week by the Local Government and Social Care Ombudsman and Healthwatch England, the new single complaints statement ...

Annual Report details how Ombudsman adapted during the pandemic The Local Government and Social Care Ombudsman has published its Annual Report and Accounts 2020-21, welcoming the resilience of its staff in a challenging year for everyone. Roughly covering the first year of COVID-19 (April 2020 – March 2021), the report shows the impact of the pandemic on the Ombudsman’s work particularly in the f ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 15 • How we use your data Casework contact We store name, job title and contact details for nominated link officers, Chief Executives (or their equivalents) in our casework management systems to allow us to communicate effectively with organisa ...

Manual for Councils Contents: Chapter index for Manual for Councils Updated: 14 May 2025 Manual for Councils search Search this content Submit search Part 9 • Public reports Public reports PLEASE NOTE THIS SECTION IS UNDER REVIEW AND MAY NOT REFLECT CURRENT PRACTICE If we decide that we should issue a public report (Local Government Act 1974 s30(1)) on a complaint, we will write to you in advance ...