If you are not satisfied
Find out what to do if you are not happy with the care you get or want to change services.
How to make a complaint
If you are not happy with the care you receive, you should tell your care provider.
A good care provider will want to hear your views and sort out any problems. If they can’t do this, they should clearly explain the reasons why not.
All care providers must have procedures for handling complaints and provide information about how you can make a complaint to the manager or owner.
If it is a council-run service, or if the council pays for your care, you can also complain to your local council.
What we can do
If you are unhappy with the response you get from your local council or care provider, you can share this information with us at the Care Quality Commission.
We do not have the power to investigate individual complaints. But we will use the information you share with us to decide whether the service is meeting the national minimum standards and regulations, and to check whether the service is meeting the needs of the people who live there.
If we find they are not, we will take action to make sure that services are improved.
Changing to another service
You may feel that the care service you are using is not the right one for you. If they cannot serve you in the way you want, you may need to consider using a different care service.
Whether you are paying for your own care, or it is paid for by your council, you have the right to choose a different care provider if you are unhappy with the service you get at the moment.
No matter what your circumstances, you do not have to ‘make do’ with poor-quality and sub-standard care, or a care service that is not suited to your needs.
