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Home Care or Care Home Complaint
The Local Government and Social Care Ombudsman looks at complaints about all adult social care, including home care agencies and care homes, and including care you arrange and pay for yourself. It is free. It usually cannot look at a complaint if more than 12 months have passed since you knew about the problem.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining
The Ombudsman
The Ombudsman looks at all adult social care complaints, including care funded privately without council involvement, and is the final stage for councils and all adult social care providers, including care homes and home care agencies. It is free and does not take sides. source
Time Limit
It usually cannot investigate if more than 12 months have passed since you first knew about the problem. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 12 monthsComplain to the OmbudsmanFrom when you first knew about the problem
Steps to Take
Step 1 of 5
Write down what happened, with dates and names.
Step 2 of 5
Complain to the care provider in writing.
Step 3 of 5
If the council arranges the care, complain to the council too.
Step 4 of 5
If unresolved, go to the Ombudsman within 12 months.
Step 5 of 5
If someone is at risk, contact the council's safeguarding team now.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Care Provider
Complain here first.
Local Government and Social Care Ombudsman
Free, final stage.
Good to Know
Small things that make your complaint stronger.
If someone is in danger, contact the council's adult safeguarding team straight away.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- lgo.org.uk/adult-social-care Checked 13 October 2026
- lgo.org.uk/make-a-complaint/what-we-can-and-cannot-look-at Checked 13 October 2026