How to complain about care to your local council

If you want to challenge a decision regarding your care or you have a complaint about the care you’re receiving, you have certain rights.

What can I complain to my local council about?

You can complain about anything relating to your care. For example if:

• the council has assessed you as not needing a service but you believe you need it
• there have been delays or errors in dealing with your case
• the services arranged for you aren't meeting your needs
• you’re being asked to wait a long time for a care needs assessment or for care services to start.

How do I complain to my local council?

Firstly, you should try to resolve the problem by having an informal conversation about it with your local social services department. You should have been given the name of somebody to talk to if you have a problem.

If you’re not happy with the outcome, you can make a formal complaint. Ask for a copy of your local council's formal complaints procedure. Each council must have one and they must make it available to the public. You can find it on your local council website.

If your care is provided by an independent agency on behalf of the council, you can still complain to the council about any difficulties, as the council remains responsible for making sure you receive suitable care.

You can also inform the Care Quality Commission (CQC) of any concerns. The CQC regulates social care services in England, as well as how local councils meet their social care duties. While they can't deal with individual complaints, they may decide to enforce changes as a result of information provided to them.

What if I'm unhappy with the outcome of my complaint?

If you’re unhappy with the council's response to your complaint, you can take your complaint to the Local Government and Social Care Ombudsman (LGSCO).

What if my care is self-funded?

If you have made private, self-funded care arrangements, you can take your complaint to the LGSCO if you have already complained using the care provider's complaints procedure and you're unhappy with the response.

What should I do if I'm concerned about abuse or neglect?

If you're experiencing abuse or neglect, or feel at risk of abuse or neglect, contact your local council. They have a safeguarding duty to investigate concerns about abuse and neglect.

You can also discuss the situation by contacting Age UK Advice on 0800 169 65 65 or by calling Hourglass on 0808 808 8141 – their confidential helpline is open 24 hours a day, 365 days a year. 

Find out more about protecting yourself and others from abuse