If you are unhappy with the care you or a loved one is receiving, or with decisions made by your local authority, you have the right to complain. Complaints are taken seriously and can result in real change. This page explains the complaints process step by step — for both care providers and local authorities.
Select the relevant section below for step by step guidance
Every regulated care provider — whether a care home, home care agency or supported living provider — is required by law to have a complaints procedure.
Your first step is always to complain directly to the provider.
How to do this: Ask the provider for a copy of their complaints procedure Put your complaint in writing — email or letter Clearly describe what happened, when it happened and what outcome you want Keep copies of everything you send and receive
The provider must: Acknowledge your complaint promptly Investigate thoroughly and impartially Respond fully within a reasonable timeframe — usually 28 days Tell you what they found and what action they are taking
Tips: Be specific — dates, times, names of staff involved Focus on facts rather than emotion State clearly what you want to happen as a result If you need support making your complaint ask an advocate to help — see our Helpful Organisations page
f you are not satisfied with the provider's response, or if your concern is about the safety or quality of care, you can report it to the Care Quality Commission (CQC).
The CQC is the independent regulator of health and social care in England.
What the CQC can do:
Investigate concerns about safety and quality Take action against providers who are not meeting standards Publish inspection reports and ratings In serious cases suspend or cancel a provider's registration
What the CQC cannot do:
Resolve individual complaints or award compensation Force a provider to apologise or change a specific decision
How to report a concern:
Phone: 03000 616161 Website: cqc.org.uk/give-feedback-on-care You can report anonymously if you wish
Important:
Reporting to the CQC does not replace the provider's own complaints process — you should do both if you have serious concerns.
If your care is funded or arranged by your local council and you are not satisfied with the provider's response, you can escalate to the Local Government & Social Care Ombudsman (LGSCO).
The Ombudsman can investigate:
How the council arranged your care Whether the provider is meeting the council's contractual standards Complaints about privately arranged care in some circumstances
How to contact the Ombudsman:
Phone: 0300 061 0614 Website: lgo.org.uk You must normally have complained to the provider and council first before the Ombudsman will investigate.
What the Ombudsman can do:
Investigate your complaint independently Recommend that the council or provider apologises Recommend financial remedies Require changes to practice or procedure
If you are unhappy with a decision or action by your local council regarding your care — such as an assessment outcome, personal budget level or care arrangement — you have the right to make a formal complaint.
How to complain:
Contact the council's complaints team in writing — email or letter Clearly describe the decision or action you are unhappy with State what you want the council to do differently Keep copies of everything
The council must:
Acknowledge your complaint within 3 working days Investigate thoroughly and impartially Respond fully — usually within 28 days Tell you what they found and what action they are taking
If you are not satisfied with the response:
Ask for your complaint to be escalated to Stage 2 of the council's complaints process Request an independent review where available
Tips:
Always ask for decisions in writing before complaining Keep a record of all conversations including dates and names You can ask a Care Act Advocate to support you — see our Helpful Organisations page
If you have completed the council's complaints process and are still not satisfied, you can escalate to the Local Government & Social Care Ombudsman (LGSCO).
The Ombudsman investigates complaints about:
Adult social care assessments and eligibility decisions Personal budget calculations Care and support planning Delays in assessments or reviews Failure to follow the Care Act 2014
How to contact the Ombudsman:
Phone: 0300 061 0614 Website: lgo.org.uk There is no charge for using the Ombudsman service.
What happens next:
The Ombudsman will assess your complaint and decide whether to investigate If they investigate they will contact the council for their response They will make a finding and can recommend remedies including apologies, financial payments and changes to practice
Time limit:
You normally need to complain to the Ombudsman within 12 months of becoming aware of the problem.
If your care is funded through NHS Continuing Healthcare (CHC) and you are unhappy with a funding decision or the care being provided, the complaints process is slightly different.
Step 1 — Complain to the ICB
Contact the North East and North Cumbria Integrated Care Board (NENC ICB) complaints team. Phone: 0191 512 8484 Address: Pemberton House, Colima Avenue, Sunderland, SR5 3XB Website: northeastnorthcumbria.nhs.uk
Step 2 — Request an Independent Review If you are not satisfied with the ICB's response, request an independent review of the CHC decision.
Step 3 — Parliamentary & Health Service Ombudsman
If you remain dissatisfied after the independent review, escalate to the PHSO. Phone: 0345 015 4033 Website: ombudsman.org.uk
Important: You can also ask for a reassessment of your CHC eligibility at any time if your needs have changed.
Complaints about children's services follow a specific statutory process that is different from adult social care complaints.
Step 1 — Local Resolution
Raise your concern directly with the social worker or their manager. Many issues can be resolved informally at this stage.
Step 2 — Stage 1 Formal Complaint
Submit a formal complaint to the council's children's services complaints team. They must respond within 10 working days.
Step 3 — Stage 2 Independent Investigation
If not resolved, request an independent investigation. An independent investigator and independent person must be appointed. They have 25 working days to complete the investigation.
Step 4 — Stage 3 Review Panel
If still not resolved, request a review panel. The panel has 5 working days to meet and 24 hours to produce its findings.
Step 5 — Local Government & Social Care Ombudsman
If you have exhausted the statutory process you can escalate to the Ombudsman. Phone: 0300 061 0614 Website: lgo.org.uk
Support:
SENDIASS can support you with complaints relating to SEND and EHC plans — see our Local Contacts page for details for your area.
Independent advocates can support you through the complaints process at no cost to you. See our Helpful Organisations page for details.