In this section
Legal guidance
General guidance
Care homes: consumer rights for residents and their families
Principles of Good Complaint Handling
My Expectations for Raising Concerns and Complaints
England
Regulation 16: Receiving and acting on complaints
Wales
A Guide to Handling Complaints and Representations by Local Authority Social Services
Scotland
Health and Social Care Standards: My Support, my Life
The Model Complaints Handling Procedures
Northern Ireland
Residential Care Homes: Minimum Standards
Care Standards for Nursing Homes
Raising a concern about a service
Laws and regulations
Consumer protection law:
- Consumer Protection from Unfair Trading Regulations 2008
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Rights Act 2015
England:
Wales:
- Adult Placement Schemes (Wales) Regulations 2004
- Public Services Ombudsman (Wales) Act 2005 (section 33(1))
- Representations Procedure (Wales) Regulations 2014
- Social Services Complaints Procedure (Wales) Regulations 2014
- Regulation and Inspection of Social Care (Wales) Act 2016
- Regulated Services (Services Providers and Responsible Individuals) (Wales) Regulations 2017
Scotland:
- Scottish Public Services Ombudsman Act 2002 (section 22(2)(a))
- Public Services Reform (Scotland) Act 2010
Northern Ireland:
- Nursing Homes Regulations (Northern Ireland) 2005
- Residential Care Homes Regulations (Northern Ireland) 2005
- Public Services Ombudsman Act (Northern Ireland) 2016 (section 25)
UK regulators
England
Wales
Scotland
Northern Ireland
Regulation and Quality Improvement Authority
UK ombudsmen
England
Local Government and Social Care Ombudsman
Wales
Public Service Ombudsman for Wales
Scotland
Scottish Public Services Ombudsman
Northern Ireland
Northern Ireland Public Services Ombudsman
Background reading
England
Adult Social Care: Quality Matters
Complain about a service or provider
Wales
Want to Complain About the Care you Pay for? You and the Ombudsman
Scotland
How we deal with Concerns and Complaints About Care
How to Complain About a Social Work Service
Complaints improvement framework
Northern Ireland
Adult Safeguarding Operational Procedures: Adults at Risk of Harm and Adults in Need of Protection
Adult Safeguarding: Prevention and Protection in Partnership
Signposting to the Ombudsman - a Guide for Public Authorities
CMA Care Homes Market Study: Evidence from the Commissioner for Older People for Northern Ireland
Residential care and nursing homes
Advocacy and support organisations by nation
England
Patient Advice and Liaison Service
Wales
Scotland
Scottish Independent Advocacy Alliance
Northern Ireland
Back to top