How to Complain About a Care Home
To complain about a care home, start by raising the concern informally with the manager — most issues are resolved at this stage. If that doesn't work, put it in writing and the home must respond within 20 to 25 working days. If you're still not satisfied, escalate to the CQC, the local authority, or the Local Government and Social Care Ombudsman depending on the situation.
Last updated: March 2026
If something isn't right in the care home where your loved one lives, you have every right to say so. Complaining can feel daunting — you might worry about upsetting the staff, or about what it means for your relative's care. But raising concerns is one of the most important things you can do, and good care homes welcome it.
This guide walks you through the process step by step, from raising an informal concern to escalating to the regulator.
Start With the Care Home Itself
Most issues are best dealt with directly with the home. This gives them the chance to put things right quickly, and it's usually the fastest route to a resolution.
Raise It Informally First
If it's something minor — a meal that wasn't right, a missed activity, a staff member who seemed rushed — speak to the carer or nurse on duty, or the home's manager. Many concerns are resolved at this stage without the need for anything formal.
Keep a note of what you raised, who you spoke to, and what they said. This matters if things don't improve.
Make a Formal Complaint
If the informal approach doesn't work, or the concern is serious, put it in writing. Every care home is legally required to have a complaints procedure and to respond to written complaints.
Your complaint should include:
- •What happened, with dates and times where possible
- •Who was involved
- •What you've already raised and with whom
- •What you want to happen as a result
Send it to the registered manager. If the home is part of a larger group or chain, you may also want to copy in the regional or head office.
The home must acknowledge your complaint promptly (usually within a few working days) and provide a full response within a reasonable timeframe — typically 20 to 25 working days.
If You're Not Satisfied With the Response
If the home's response doesn't address your concerns, or if you feel the complaint hasn't been taken seriously, you can escalate.
Escalate to the Local Authority
If the person in care is funded (fully or partially) by the local council, you can raise your concerns with the local authority's adult social care team. They have a responsibility to ensure the person is receiving appropriate care and can investigate concerns about the quality of provision.
Contact details for adult social care are available on the council's website. Ask to speak to the person's allocated social worker, or the duty team if they don't have one.
Escalate to the Care Quality Commission
The CQC is the independent regulator of care homes in England. You can raise a concern with them at any time — you don't have to wait until you've exhausted the home's complaints process.
The CQC doesn't investigate individual complaints or act as an ombudsman, but it does use concerns to inform its inspection activity. If multiple concerns are raised about a home, it can trigger an unannounced inspection.
Report a concern to the CQC
Online: cqc.org.uk/give-feedback-on-care
Phone: 03000 616161
Be as specific as possible. Give dates, names where you know them, and describe what you witnessed or were told. The CQC takes anonymous concerns, though named reports carry more weight.
Escalate to the Local Government and Social Care Ombudsman
If your complaint is about a council-funded placement and you're not satisfied with how the local authority or the care home has dealt with it, you can go to the Local Government and Social Care Ombudsman (LGSCO).
The Ombudsman investigates complaints about councils and care providers, can make findings of fault, and can recommend remedies including financial redress.
You generally need to have exhausted the home's and council's own complaints processes before the Ombudsman will investigate.
Contact the LGSCO
Online: lgo.org.uk
Phone: 0300 061 0614
If the placement is self-funded (private pay), the relevant body is the Care Quality Commission for regulatory concerns, or you may need to pursue legal advice for contractual disputes.
If Someone Is at Immediate Risk
If you believe someone is in immediate danger, don't wait. Call 999.
If you have a serious safeguarding concern — abuse, neglect, or exploitation — report it to the local authority's adult safeguarding team immediately. You can also report directly to the CQC. Every care home must have a safeguarding policy. If you raise a safeguarding concern and feel it isn't being taken seriously, escalate to the council the same day.
Tips for Making Your Complaint More Effective
Keep records
Write down everything — dates, what you observed, who you spoke to, what was said. A clear timeline makes your complaint harder to dismiss.
Be specific
Vague concerns are easier to brush off. “Mum's medication was given two hours late on Tuesday 4 March” is harder to dismiss than “the medication timing seems off.”
Focus on the impact
What effect did the issue have on your relative? This matters more than the procedural failure.
Stay calm and factual
It's easy to let frustration come through, but complaints that read as personal attacks are easier to deflect. Stick to the facts.
Don't be put off
Care homes sometimes handle complaints defensively. If you hit a wall, escalate. That's what the oversight bodies are there for.
What Care Homes Are Required to Do
Under CQC regulations, care homes must:
- •Have a clear, accessible complaints procedure
- •Tell residents and families how to complain
- •Investigate complaints thoroughly and impartially
- •Respond in writing with their findings
- •Keep records of all complaints and how they were handled
- •Use complaints to improve the service
If a care home is failing to do any of these things, that itself is a regulatory concern worth reporting to the CQC.
Will Complaining Affect Your Relative's Care?
This is the fear that stops many families from speaking up. A good care home will not take it out on a resident because their family raised a concern. In fact, homes that respond well to complaints — that take them seriously, act on them, and thank you for raising them — are usually the ones that provide the best care.
If you genuinely believe your relative is being treated differently after you've raised a complaint, document it and raise it with the manager and the CQC immediately. Retaliation against a resident because a family member complained is a serious safeguarding concern.
If You're Considering Moving Your Relative
Sometimes a complaint reveals that a care home is simply not the right place for your loved one. If your concerns are serious and you've lost confidence in the home, it may be worth thinking about a move.
Contact the local authority (if the placement is council-funded) or speak to the home's manager about giving notice. Check the contract carefully — most care homes require 28 days' notice.