Resources for care providers

Resources to help care providers deal with complaints effectively


Template procedures

 Template complaint procedure - a ready written document to adapt (PDF)

 Template complaint procedure - Microsoft Word version (DOC)

 Complaint management checklist - if you have a complaint procedure, this will help you update it to ensure it covers everything that it should (PDF)

 Signpost to LGO and CQC - insert this into your complaint procedure to advise people of their right to access the Ombudsman or the regulator (PDF)

 Signpost to LGO and CQC - Microsoft Word version (DOC)


Template letters - responding to complaints

 Initial letter (PDF)

 Initial letter - Microsoft Word version (DOCX)

 Holding letter (PDF)

 Holding letter - Microsoft Word version (DOCX)

 Final decision letter (PDF)

 Final decision letter - Microsoft Word version (DOCX)


Guidance - responding to complaints

 Writing a decision letter (PDF)

 How to write an apology (PDF)


Information sheets - FAQs for providers

 Adult social care complaints (PDF)

 Premature complaints (PDF)


Training for social care providers

A one-day skills course in investigating Adult Social Care complaints aimed at staff from independent social care providers, developed and delivered by experienced LGO complaint-handlers


LGO Reports