All residential care home providers must have a complaints procedure that explains how you can raise concerns. Ask them to give you a copy so you're aware of the process you need to follow and what to expect.
Speak to the manager first
If you can, tell the manager at the care home about your concerns. They should be willing to discuss the problem with you and may try to resolve it informally. If they do not, you may need to complain in writing.
Write to them
Write your complaint in a letter or email if speaking to the home does not resolve your concerns.
a clear explanation of your complaint and why you are making it
dates and times of events when you were unhappy with the care received
names and job titles of staff involved
what actions you've already taken to raise concerns
how you want the complaint resolved and by when
The home should contact you to let you know what decision they've made and explain how they arrived at it.
Warning Keep copies
It's important to keep copies of all correspondence you have with the home. You could print emails or take screenshots. Keep these together.
Make a note of meetings and telephone conversations in case you need them for reference.
There are things you can do if you do not agree with the care home's response to your written complaint.
There are 2 different processes. The process you follow depends on how your care is funded, either:
the council pays for your care
you or someone you know pays for your care (self-funded)
Local authority funded places
You can complain directly to the local council who funds the placement at the home. You can find information on how to do this on the council website.
If the local authority fails to resolve your complaint, you can ask the Local Government and Social Care Ombudsman to investigate the matter further. The Ombudsman is the final stage for complaints about social care providers, including care homes.
If you or someone you know pays for your placement, you can still take your complaint further. You need to complain directly to the Local Government and Social Care Ombudsman. Ask about its independent complaints review service. You can contact them: