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

    Care Homes and Consumer Law Short guide

    Principles of Good Complaint Handling

    My Expectations for Raising Concerns and Complaints


    'Care Quality Commission, Regulation 16: Receiving and acting on complaints'

    Key lines of enquiry, prompts and ratings characteristics for adult social care services


    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

    A Guide to Handling Complaints and Representations by Local Authority Social Services


    Health and Social Care Standards

    The Social Work Model Complaints Handling Procedure (Model CHP) Guide to Implementation

    The Social Work Model Complaints Handling Procedure

    Northern Ireland

    Residential Care Homes Minimum Standards 2011

    Care Standards for Nursing Homes - April 2015

    Guidance in Relation to the Health and Social Care Complaints Procedure

    Complaints in Health and Social Care: Standards and Guidelines for Resolution and Learning

    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


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


    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


    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


    Care Quality Commission


    Care Inspectorate Wales


    Care Inspectorate

    Northern Ireland

    Regulation and Quality Improvement Authority; also: RQIA guidance on raising a concern:

    UK ombudsmen


    Local Government and Social Care Ombudsman

    General resources; My Expectations for Raising Concerns and Complaints; Guidance on running a complaints system; Training for providers:


    Public Service Ombudsman for Wales


    Scottish Public Services Ombudsman

    Scottish Public Services Ombudsman Complaints Standards Authority

    Northern Ireland

    Northern Ireland Public Services Ombudsman

    Background reading


    Adult social care: Quality matters

    Quality Matters: Acting on Compliments, Feedback and Complaints About Adult Social Care - a Good Practice Guide for Adult Social Care Practitioners

    How to Complain About a Health or Social Care Service


    Want to Complain About the Care you Pay for? You and the Ombudsman

    Putting Things Right


    SPSO Statement of Complaints Handling Principles

    Care Inspectorate Scotland: How we Deal with Concerns and Complaints About Care

    How to Complain About a Social Work Service

    SPSO Complaints Improvement Framework

    Health and Social Care Standards: My Support, my Life

    Northern Ireland

    'The Experience Of Living In A Nursing Home'

    Information leaflet for all authorities within the Ombudsman's jurisdiction

    Adult Safeguarding Operational Procedures Adults at Risk of Harm and Adults in Need of Protection

    RQIA Provider Guidance 2019-20 Nursing Homes

    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

    NI Direct website

    HSC Trusts' websites

    Advocacy and support organisations by nation


    Patient Advice and Liaison Service

    The NHS Complaints Advocacy Service

    Patients Association

    The Relatives and Residents Association

    Citizens Advice


    Citizens Advice Wales

    Advocacy Matters Wales


    Scottish Independent Advocacy Alliance

    Citizens Advice Scotland

    Northern Ireland

    Patient and Client Council