How to complain to the Ombudsman

You can complain to the Ombudsman using the form on their website or over the phone. In Wales, you also have the option of using a paper form. We recommend that you complain in writing using the form. See How to make a complaint for our reasons. You can use the letter you wrote to the local authority to help you complete it. The form is slightly different depending on whether you live in England or Wales, but essentially it asks:

• For your name, address and contact details.
• Which local authority your complaint is about.
• If you have made a complaint to your local authority, and if so, the date of your complaint.
• What you think the local authority has done wrong. This is where you explain the reason you are complaining. You need to say why you think what they have done is unlawful.
• How this has affected you. This is where you explain that the decision has left you without the care and support you need. And what this means for you.
• What you think the local authority should do to put it right. This is where you explain what you’d like to happen as a result of your complaint.
• If you want to upload any evidence to support your complaint. You could send them a copy of the complaint you sent to the local authority. And copies of any supporting evidence. If you only have paper copies, tell them this.
• If there is anything that may make it hard to use their service. For example, your condition or impairment may mean that you need them to communicate with you in a particular way. You may need longer to respond to questions or need a translator. If so, tell them.

Next steps

The Ombudsman will investigate your complaint. They may need to get more evidence and talk to both you and the council. This can take time.

Make sure you read and respond to any letters the Ombudsman sends you. They may be asking for more evidence or clarification on a particular point. They usually give you a deadline to reply. Make sure you meet it. If you can’t, phone them up and explain why there is a delay. For example, your condition or impairment may mean that you need help to respond. You may be going on holiday or unwell.

The Ombudsman will usually give a decision within three months. But it can sometimes take longer. If you haven’t heard from them, it doesn’t hurt to phone and politely ask what is happening. It may help to say that you would be grateful if they could deal with it as soon as possible. Explain that the matter is urgent and briefly say why.

If you aren’t happy with the first response you get from the Ombudsman, you can get back in contact with them. Ask them to look at their investigation again. Point out where you think they may have missed something important.