Ombudsman care home complaints guidance

Born out of the Quality Matters initiative, which aims to improve the
quality and consistency of adult social care provision across the
country, the statement offers a simple bulleted guide for each stage of
the complaints process.

The government recognised the value of the new single complaints
statement in supporting a more consistent understanding of handling of
complaints as part of its recent response to the CMA market study on
care homes.

Launched alongside the complaints statement is a second document
created for service users to help them better understand the complaints
process. An accessible ‘EasyRead’ version is also available.

The documents can be downloaded from the Ombudsman’s website at

Published by Residential Forum

The Residential Forum is to promote the achievement of high standards of care and support for children and adults living in residential care and nursing homes, supported housing, residential schools and colleges, hospices and hostels. It contributes to improving the quality of service to the public. Members of the Forum are people of standing and experience drawn from the public, private and voluntary sectors, as well as some who can speak for service users and carers.

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