How to Complain About Care
Step-by-step guide to raising concerns about a care provider, a council, or the NHS — and what to do if you are not satisfied with the response.
Key Facts
- Always try to resolve concerns with the care provider first
- All registered care providers must have a complaints procedure
- Council complaints go to the Local Government and Social Care Ombudsman
- NHS complaints go to the Parliamentary and Health Service Ombudsman
- You have 12 months from the event to raise a formal complaint
- The CQC investigates concerns about care standards (not individual complaints)
Step 1: Raise It Directly
Start by raising your concern directly with the care provider — either verbally or in writing. Ask to speak to the manager. Most issues can be resolved at this stage. Keep a record of what you reported, when, and what was said in response.
Step 2: Make a Formal Complaint
If the issue is not resolved, submit a formal written complaint. The provider must acknowledge it within a set timeframe (usually 3 working days) and investigate. They must provide a written response — typically within 20 working days. If you are unhappy with the response, ask to escalate to a more senior level.
Step 3: Escalate Externally
If the internal process fails, take your complaint to the relevant Ombudsman. For council-commissioned care, contact the Local Government and Social Care Ombudsman (LGSCO) on 0300 061 0614. For NHS care, contact the Parliamentary and Health Service Ombudsman (PHSO). For concerns about a care provider's standards (not specific complaints), report to the CQC at 03000 616161.