How to Make a Complaint About Care

Before You Complain

It is worth knowing your rights before you start:

• You have the right to complain without fear of your care being affected — it is unlawful for a care provider to treat you worse for making a complaint
• You can complain on behalf of someone else, with their consent
• If the person lacks capacity, you can complain on their behalf in their best interests
• You can get help writing a complaint from a local Healthwatch, Citizens Advice or advocacy service
• There are time limits: most complaints should be made within 12 months of the incident, or of becoming aware of it

Complaint About a Home Care Provider

If you are unhappy with a home care agency or private care provider:

1. 1

   Contact the Provider Directly

   Speak or write to the care manager or director. Many issues can be resolved quickly at this level. Ask to see their complaints policy — all registered providers must have one.

2. 2

   Formal Written Complaint

   If informal resolution fails, put your complaint in writing (email is fine). The provider must acknowledge within a reasonable time (typically 2–5 working days) and respond within 20 working days.

3. 3

   Report to the CQC

   The Care Quality Commission (CQC) regulates home care providers. If your complaint is not resolved, or involves serious quality or safety concerns, report to the CQC: 0300 061 6161. The CQC will not resolve individual disputes but will use the information to inform inspections and enforcement.

4. 4

   Local Government and Social Care Ombudsman

   If the care was arranged by the council (funded or part-funded) and you remain dissatisfied, escalate to the Local Government and Social Care Ombudsman (LGSCO): 0300 061 0614. They can investigate and award compensation.

For complaints about Ekvarta specifically, see our Complaints Policy. We acknowledge within 2 working days and respond within 20.

Complaint About NHS Care

Complaints about NHS services (hospital, GP, community nursing) follow the NHS complaints procedure:

1. 1

   Complain to the NHS Organisation

   Contact the complaints department of the specific NHS organisation (hospital trust, GP surgery, ICB). You can complain verbally or in writing. They must acknowledge within 3 working days and agree a response timescale.

2. 2

   PALS (for Hospitals)

   For hospital complaints, the Patient Advice and Liaison Service (PALS) can help you resolve issues informally — they are based in NHS hospitals and are a good first step. Find PALS at your hospital via its website.

3. 3

   Parliamentary and Health Service Ombudsman (PHSO)

   If you have exhausted the NHS complaints process and remain dissatisfied, escalate to the PHSO: 0345 015 4033. They investigate complaints about NHS organisations in England.

Complaint About Council Social Care

If your complaint is about council-arranged or funded social care (e.g., a care assessment, a decision about funding, a care package arranged by the council):

1. 1

   Council's Own Complaints Process

   Contact the council's adult social care complaints team. They must acknowledge within 3 working days and respond within 20–25 working days. If the response is unsatisfactory, you can ask for the complaint to be reviewed.

2. 2

   Local Government and Social Care Ombudsman

   Once you have exhausted the council's internal process, complain to the LGSCO: 0300 061 0614 (free). They can investigate, make recommendations and award up to £10,000 in compensation in serious cases.

If You Are Not Satisfied

Summary of escalation routes:

What to Include in Your Complaint

A clear, well-organised written complaint is more effective. Include:

• Your name, address and contact details
• Name and contact of the service user (if different)
• What happened — factual, specific, in date order. Avoid emotive language that obscures the facts.
• When it happened — specific dates or periods
• Who was involved — names or descriptions of staff if known
• What you have already done — any informal attempts to resolve, and what was said
• What outcome you are seeking — an apology, an explanation, a change in practice, compensation, or a combination
• Relevant documents — care plans, correspondence, notes you made