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
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 https://www.lgo.org.uk/adult-social-care/adult-social-care-resources