Visit the LGSCO website
Local Government & Social Care Ombudsman
Visit the LGSCO website

Self-Assessment Quiz

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Question 1: Do you have a clear written complaints policy that explains how complaints are handled? *
Question 2: After completing the complaints process, do you clearly signpost people to the Local Government and Social Care Ombudsman (LGSCO) for an independent review? *
Question 3: Is there a named lead responsible for overseeing complaints? *
Question 4: If you are a large organisation, do you have a multi-stage complaints process to allow senior oversight? (Optional)
Question 5: Is your complaints process easy to find online, in service information, and within your setting where appropriate? *
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Question 6: Do you actively reassure residents that raising concerns will not negatively affect their care? *
Question 7: Can people make a complaint in multiple ways (for example online, by phone, in writing, or in person)? *
Question 8: Do you provide alternative formats or support for people who may need help accessing the complaints process? *
Question 9: Do you allow complaints to be made by appropriate representatives acting on behalf of someone affected? *
Question 10: Do you acknowledge complaints promptly after receiving them? *
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Question 11: After receiving a complaint, do you explain the next steps and set clear expectations for how the complaint will be investigated? *
Question 12: Do you investigate complaints fairly and proportionately, basing each complaint on the individual circumstances? *
Question 13: Is the final decision made by someone with the authority to implement change if it is needed? *
Question 14: Do you provide a clear written outcome [to all parties] explaining the findings of the investigation? *
Question 15: Do you acknowledge if there have been any failings and outline actions that will be taken to remedy them? *
Your score is:
0.00
/15

Your complaints handling process needs urgent review.

We strongly recommend taking steps to ensure your approach aligns with best practice and supports clear, fair resolution for those in your care.

You can access a best practice checklist, as well as tools and templates to help you get started here.

Your complaints handling process shows some good foundations, but there is room for improvement.

We recommend reviewing your current approach to ensure it fully aligns with best practice and provides a consistent, transparent experience for service users and their families.

You can access a best practice checklist, as well as tools and templates to help you get started here. 

Your complaints handling process is working well, with some areas to strengthen.

You are demonstrating many elements of good practice. With a few improvements, you can further enhance transparency, confidence and outcomes for those raising concerns.

You can access a best practice checklist, as well as tools and templates to help you get started here. 

Congratulations, based on your answers your complaints handling process is meeting best practice.

You are demonstrating best practice in supporting fair and transparent complaints handling. This helps build trust and confidence among care users and their families.

You can still explore the latest resources and guidance to maintain and build on this strong foundation here.  

Your score is:
0.00
/14

Your complaints handling process needs urgent review.

We strongly recommend taking steps to ensure your approach aligns with best practice and supports clear, fair resolution for those in your care.

You can access a best practice checklist, as well as tools and templates to help you get started here.

Your complaints handling process shows some good foundations, but there is room for improvement.

We recommend reviewing your current approach to ensure it fully aligns with best practice and provides a consistent, transparent experience for service users and their families.

You can access a best practice checklist, as well as tools and templates to help you get started here. 

Your complaints handling process is working well, with some areas to strengthen.

You are demonstrating many elements of good practice. With a few improvements, you can further enhance transparency, confidence and outcomes for those raising concerns.

You can access a best practice checklist, as well as tools and templates to help you get started here. 

Congratulations, based on your answers your complaints handling process is meeting best practice.

You are demonstrating best practice in supporting fair and transparent complaints handling. This helps build trust and confidence among care users and their families.

You can still explore the latest resources and guidance to maintain and build on this strong foundation here.  

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