Become Complaints Confident
Clear complaints handling is more than a process; it’s a visible sign of quality.
Introduction
For self-funded care recipients and their families, choosing care can be an uncertain time. Being open about how concerns are raised and resolved helps build trust from the very start, offering reassurance that residents and families will be listened to, treated fairly, and supported if something goes wrong.
Care providers are often the main source of information about complaints processes and escalation routes. In practice, this means providers play a central role in helping self-funded residents understand their rights and where to turn if concerns cannot be resolved locally.
Are you Complaints Confident?
By taking our short self-assessment quiz, you can check whether your organisation meets the criteria set out by the Ombudsman.
Build confidence with our Toolkit
Our toolkit of guidance and resources will help you review and improve your complaints processes, so you can become Complaints Confident.
What is the Local Government & Social Care Ombudsman?
Watch the video below to find out