Care & support · England
Complain about adult social care
Your browser or device provides the reading voice.
This guide is about adult social care in England.
A complaint tells a service that something has gone wrong.
Explain what happened and how it affected you.
Say what you want the service to put right.
If the council arranged your care, you can complain to the council.
Ask how to make a complaint.
If you arranged your own care, complain to the care provider first.
The care provider is the organisation providing your care.
Keep copies of your complaint and the replies.
Ask when you should expect a reply.
You can ask someone to help you complain.
An advocate can help you understand information and explain your wishes.
The Local Government and Social Care Ombudsman may help with an unresolved complaint.
It is separate from your council and care provider.
It is free, but it cannot look into every complaint.
The service usually needs a fair chance to reply first.
A complaint does not automatically stop a change to your care.
There may be separate deadlines for going to court.
Ask for advice quickly if you need urgent help.
What you can do next
Start with the council or care provider responsible.
Ask someone to explain the complaint process if you need help.
Read how to complain to the Ombudsman Web pageThis link opens another website.
It may use harder words.
Making a complaint about social care
What to do when something has gone wrong with adult care.
Adult social care complaints · England
Say what you want put right
Ask for the complaints procedure. Explain what happened, how it affected you and what you want put right. Keep copies and ask when to expect a reply.
Start with the responsible organisation
If the council arranged your care, you can complain to the council. If you arranged care yourself, complain to the provider first.
Taking the complaint further
The Ombudsman considers complaints about council services and privately arranged adult social care. Usually, the organisation must first have a fair chance to reply. You can also approach the Ombudsman about unreasonable delay.
Get help if you need it
You can ask someone to help you complain. The Ombudsman is free but cannot investigate every complaint. A complaint does not automatically stop a planned change to your care or protect any separate court deadline. Get advice promptly if urgent action is needed.
Words you could use
“I want to make a complaint. This is what happened: … This is how it affected me: … This is what I would like put right: …”
Where the information comes from
Links checked 26 October 2026.
These links open other websites.
They may use harder words.
- Ombudsman: complaints about adult care services Web page
Which adult social care complaints the Ombudsman can consider.
- Ombudsman: how to complain Web page
The complaints process and when to contact the Ombudsman.
- Ombudsman: privately arranged adult social care Web page
Information for people who arrange and pay for their own care.