In this section

    Legal guidance

    General guidance

    UK care home providers for older people – advice on consumer law Helping care homes comply with their consumer law obligations gov.uk/government/publications/care-homes-consumer-law-advice-for-providers

    Care Homes and Consumer Law Short guide assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/756656/short_guide_for_businesses_care_homes.pdf

    Principles of Good Complaint Handling ombudsman.org.uk/sites/default/files/page/0188-Principles-of-Good-Complaint-Handling-bookletweb.pdf

    My expectations for raising concerns and complaints ombudsman.org.uk/sites/default/files/Report_My_expectations_for_raising_concerns_and_complaints.pdf

    England

    Care Quality Commission, Regulation 16: Receiving and acting on complaints cqc.org.uk/guidance-providers/regulations-enforcement/regulation-16-receiving-acting-complaints#guidance

    Key lines of enquiry, prompts and ratings characteristics for adult social care services cqc.org.uk/sites/default/files/20171020-adult-social-care-kloes-prompts-and-characteristics-final.pdf

    Wales

    Statutory Guidance: For service providers and responsible individuals on meeting service standard regulations for:
    • Care home services
    • Domiciliary support services
    • Secure accommodation services; and
    • Residential family centre services
    gov.wales/sites/default/files/publications/2019-04/guidance-for-providers-and-responsible-individuals.pdf

    A guide to handling complaints and representations by local authority social services gov.wales/sites/default/files/publications/2019-05/a-guide-to-handling-complaints-and-representations-by-local-authority-social-services.pdf

    Scotland

    Health and Social Care Standards gov.scot/publications/health-social-care-standards-support-life/pages/1/

    The Social Work Model Complaints Handling Procedure (Model CHP) Guide to Implementation valuingcomplaints.org.uk/sites/valuingcomplaints/files/SW-Model-CHP-Implementation-Guide.pdf

    The Social Work Model Complaints Handling Procedure valuingcomplaints.org.uk/sites/valuingcomplaints/files/SW-Model-CHP-Implementation-Guide.pdf

    Northern Ireland

    Residential Care Homes Minimum Standards 2011 rqia.org.uk/RQIA/media/RQIA/Resources/Standards/care_standards_-_residential_care_homes_August_2011.pdf

    Care Standards for Nursing Homes - April 2015 rqia.org.uk/RQIA/media/RQIA/Resources/Standards/nursing_homes_standards_-_april_2015.pdf

    Guidance in relation to the health and social care complaints procedure health-ni.gov.uk/sites/default/files/publications/health/Guidance%20in%20Relation%20to%20the%20HSC%20Complaints%20Procedure%20-%20April%202019.pdf

    Complaints in health and social care: Standards & Guidelines for Resolution & Learning rqia.org.uk/RQIA/media/RQIA/Guidance/HSC-complaints-standards-and-guidelines-Aug-10.pdf

    Laws and regulations

    Consumer protection law

    Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
    Consumer Protection from Unfair Trading Regulations 2008
    Consumer Rights Act 2015

    England

    Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16

    Wales

    The Regulation and Inspection of Social Care (Wales) Act 2016
    Regulated Services (Services Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended)
    The Social Services Complaints Procedure (Wales) Regulations 2014
    The Representations Procedure (Wales) Regulations 2014
    Section 33(1) of the Public Services Ombudsman (Wales) Act 2005
    The Adult Placement Schemes (Wales) Regulations 2004

    Scotland

    Section 22(2)(a) of the Scottish Public Services Ombudsman Act 2002
    Public Services Reform (Scotland) Act 2010

    Northern Ireland

    The Residential Care Homes Regulations (Northern Ireland) 2005
    The Nursing Homes Regulations (Northern Ireland) 2005
    Section 25 of the Public Services Ombudsman Act (Northern Ireland) 2016

    UK regulators

    England

    Care Quality Commission
    cqc.org.uk

    Wales

    Care Inspectorate Wales
    careinspectorate.wales

    Scotland

    Care Inspectorate
    careinspectorate.com

    Northern Ireland

    Regulation and Quality Improvement Authority
    rqia.org.uk; also: RQIA guidance on raising a concern: rqia.org.uk/contact/complaints-feedback/raising-a-concern-about-a-service

    UK ombudsmen

    England

    Local Government and Social Care Ombudsman
    lgo.org.uk

    General resources lgo.org.uk/adult-social-care/resources-for-care-providers; My Expectations for Raising Concerns and Complaints lgo.org.uk/information-centre/reports/guidance-notes/my-expectations-for-raising-concerns-and-complaints; Guidance on running a complaints system lgo.org.uk/information-centre/reports/guidance-notes/guidance-on-running-a-complaints-system; Training for providers: lgo.org.uk/training/providers

    Wales

    Public Service Ombudsman for Wales
    ombudsman.wales

    Scotland

    Scottish Public Services Ombudsman
    spso.org.uk

    Scottish Public Services Ombudsman Complaints Standards Authority
    valuingcomplaints.org.uk

    Northern Ireland

    Northern Ireland Public Services Ombudsman
    nipso.org.uk/nipso

    Background reading

    England

    Adult social care: Quality matters assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/795351/Adult_Social_Care_-_Quality_Matters.pdf

    Quality Matters: Acting on compliments, feedback and complaints about adult social care – a good practice guide for adult social care practitioners qualitycarecounts.com/wp-content/uploads/2018/08/Quality-Matters-complaints-guidance-July-2018-1.pdf

    How to complain about a health or social care service cqc.org.uk/sites/default/files/documents/how_to_complain_about_a_health_or_soc_care_service_large_print_20110906_0.pdf

    Wales

    Want to complain about the care you pay for? You and the Ombudsman ombudsman.wales/wp-content/uploads/2019/09/23181-Update-Want-to-complain-about-the-care-you-pay-for_E_v5.pdf

    Putting Things Right wales.nhs.uk/sitesplus/documents/1064/Putting%20Things%20Right%20April%202012.pdf

    Scotland

    SPSO Statement of Complaints Handling Principles valuingcomplaints.org.uk/sites/valuingcomplaints/files/resources/principles.pdf

    Care Inspectorate Scotland: How we deal with concerns and complaints about care careinspectorate.com/images/documents/4107/How%20we%20deal%20with%20concerns%20and%20complaints.pdf

    How to complain about a social work service spso.org.uk/sites/spso/files/communications_material/leaflets_public/2018%20Social%20work.pdf

    SPSO Complaints Improvement Framework valuingcomplaints.org.uk/sites/valuingcomplaints/files/resources/ComplaintsImprovementFramework.pdf

    Health and Social Care Standards: My support, my life gov.scot/publications/health-social-care-standards-support-life

    Northern Ireland

    The Experience Of Living In A Nursing Home patientclientcouncil.hscni.net/the-experience-of-living-in-a-nursing-home

    Information leaflet for all authorities within the Ombudsman’s jurisdiction nipso.org.uk/site/wp-content/uploads/2018/03/N9-Information-Leaflet-for-all-authorities-within-the-Ombudsmans-jurisdiction-February-2018.pdf

    Adult Safeguarding Operational Procedures Adults at Risk of Harm and Adults in Need of Protection hscboard.hscni.net/download/PUBLICATIONS/safeguard-vulnerable-adults/niasp-publications/Adult-Safeguarding-Operational-Procedures.pdf

    RQIA Provider Guidance 2019-20 Nursing Homes rqia.org.uk/RQIA/files/f5/f572c310-0a64-4c92-9f32-2967edf82cc9.pdf

    Adult Safeguarding: Prevention and Protection in Partnership health-ni.gov.uk/sites/default/files/publications/dhssps/adult-safeguarding-policy.pdf

    Signposting to the Ombudsman – a guide for public authorities nipso.org.uk/site/wp-content/uploads/2018/04/Signposting-to-NIPSO.pdf

    CMA Care Homes Market Study Evidence from the Commissioner for Older People for Northern Ireland assets.publishing.service.gov.uk/media/5981ebe8ed915d0228000048/the_commissioner_for_older_people_ni_response_to_update_paper.pdf

    NI Direct website
    nidirect.gov.uk/information-and-services/care-and-support/residential-care-and-nursing-homes

    HSC Trusts’ websites
    online.hscni.net/hospitals/health-and-social-care-trusts

    Advocacy and support organisations by nation

    England

    Patient Advice and Liaison Service
    nhs.uk/common-health-questions/nhs-services-and-treatments/what-is-pals-patient-advice-and-liaison-service

    The NHS Complaints Advocacy Service
    nhscomplaintsadvocacy.org

    Patients Association
    patients-association.org.uk

    The Relatives & Residents Association
    relres.org

    Citizens Advice
    citizensadvice.org.uk

    Wales

    Citizens Advice Wales
    citizensadvice.org.uk/wales

    Advocacy Matters Wales
    advocacymatterswales.co.uk

    Scotland

    Scottish Independent Advocacy Alliance
    siaa.org.uk

    Citizens Advice Scotland
    cas.org.uk

    Northern Ireland

    Patient and Client Council
    patientclientcouncil.hscni.net