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Social care complaints procedure

Adult social care is usually very good, but sometimes things can go wrong. Every organisation that provides care, or buys (commissions) care services, must have a clear procedure that you can use to complain about things you’re not happy with. This page tells you more about the procedure and who to go to with a problem.

How to make a complaint

Explains how to make a complaint if you are unhappy about adult social care services, covering who can complain, time limits and the complaints procedure.

NHS and adult social care services - how complaints should be handled

Explains which health and adult social care organisations must have a policy in place for handling complaints, the standards of service you can expect if you make a complaint, and what to do if the organisations don't meet these standards.

What should happen when you make a complaint

Explains how a local authority should investigate concerns about adult social care services and the kind of response you should expect for the concerns you raised.

Adult social care services complaints process flowchart

Flowchart showing the process for making a complaint about an adult social care service.