If things go wrong with care: The role of the Social Care Ombudsman

Choosing care for yourself or a loved one is a significant and often emotional decision. Whether you’re arranging residential care, nursing care, or home care, you expect safe, high-quality support.

Care services are regulated to ensure they meet essential standards. However, if something does go wrong, it’s important to understand your rights, how to raise concerns, and when to seek independent help.

This guide explains how to make a complaint about a care provider and when the Local Government and Social Care Ombudsman (LGSCO) may be able to help.

At a glance

The Ombudsman’s role: The Local Government and Social Care Ombudsman (LGSCO) is an independent, free service that investigates complaints about adult social care in England and decides whether providers acted fairly.

Complain to the provider first: You should always raise concerns directly with the care provider and complete their complaints process before escalating anything further.

When to contact the Ombudsman: You can go to the LGSCO if you’ve received a final response from the care provider (or waited up to 16 weeks without one) and are still dissatisfied with the outcome.

What the Ombudsman can do: It can investigate issues like poor care or unfair treatment and recommend remedies such as apologies, financial compensation, or changes to improve services.

What is the LGSCO (Local Government and Social Care Ombudsman)?

The Local Government and Social Care Ombudsman (LGSCO) is an independent organisation that investigates complaints about adult social care services in England.

Its role is to:

• Provide a free and impartial review of complaints
• Investigate whether a care provider has acted unfairly or incorrectly
• Give a final say on disputes between individuals and care providers
• Recommend remedies where things have gone wrong

The LGSCO looks at complaints about all types of care, including care homes and home care providers.

It can investigate complaints about council funded care as well as care privately funded individuals and their families.

Most importantly, the Ombudsman does not take sides. It decides whether the complaint has been handled fairly and in line with proper procedures.

Below is a step by step guide on what to do if you are unhappy with the care you or a loved one is receiving.

Step 1: Start by raising concerns with the care provider

Before contacting the Local Government and Social Care Ombudsman, you should always raise your concerns directly with the care provider.

All regulated care services must have a clear and accessible complaints procedure.

1. You should review the provider’s complaints policy
2. Raise your concern with the manager or complaints lead
3. Keep records of emails, letters and conversations
4. Allow time for a response

Raising concerns early can often lead to a quicker and more satisfactory resolution. Many issues can be resolved through open communication with the:

• Registered manager
• Complaints lead
• Care team

Good complaints handling is a key indicator of high-quality care. By speaking up early, providers have the opportunity to:

• Listen and respond to concerns
• Put things right where necessary
• Learn and improve services
• Maintain trust with families and service users

If you’re unsure how to complain, the provider should clearly explain to you:

• How to submit a complaint
• Who will handle it
• When you might receive a response

LGSCO recently launched best practice guidelines for care homes on handling complaints from self-funders, who are paying for their residential care.

Step 2: Contact your local authority (if needed)

If the care provider hasn’t resolved your concerns, you can contact your local authority for support.

They oversee social care services and can step in if there are concerns about safety, standards, or unresolved complaints.

You might contact them if:

• Your complaint hasn’t been taken seriously
• The issue hasn’t been resolved
• You’re worried about someone’s wellbeing

They may investigate your concerns, work with the provider to put things right, or advise you on next steps.

You can contact your local authority’s adult social care team online or by phone. It helps to have a brief summary of the issue and any previous responses ready.

Step 3: Take your complaint to the Ombudsman

If you have completed the provider’s complaints process and are still unhappy with the outcome, you may be able to contact the Local Government and Social Care Ombudsman.

The Ombudsman will usually expect that you have:

1. Made a formal complaint to the provider
2. Received a final response
3. Or not had a final response after 16 weeks

Once these steps are complete, the Ombudsman may review your case.

What can the Ombudsman investigate?

The LGSCO can consider a wide range of complaints about adult social care, including:

• Poor standard of care
• Lack of communication
• Failure to follow proper procedures
• Unfair or inappropriate treatment
• Issues with fees, billing or contracts

If the Ombudsman finds that something has gone wrong, which caused a significant impact, it may recommend actions such as:

• Apologising
• Retaking a decision but using the right process
• Paying a financial remedy
• Reviewing its practices to make improvements

When can the Social Care Ombudsman not get involved?

There are situations where the Ombudsman cannot investigate a complaint. For example:

• You have not completed the provider’s complaints process
• The issue is currently being dealt with by a court
• The complaint is not within the Ombudsman’s legal powers to investigate

In these cases, the Ombudsman will explain why and may direct you to other organisations that can help..

Further information and support

To learn more or make a complaint, contact the Local Government and Social Care Ombudsman:

Phone: 0300 061 0614

The service is free, independent and impartial.

FAQs