Complaint letter to a care home: free template and how to use it

Send a formal complaint letter to a care home when a problem has not been put right after you raised it with staff, or when it is serious enough to need a written investigation. The letter should set out what went wrong with dates, the effect on your relative and what you want the home to do. Every CQC-registered home in England must investigate complaints and act on any failure under Regulation 16, and if the home’s answer does not resolve it, the Local Government and Social Care Ombudsman (LGSCO) can investigate whether the care is self-funded or council-funded.

In short

• Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 says every complaint received must be investigated and proportionate action taken.
• The home must run an accessible complaints system; ask for a copy of its procedure and its timescales.
• The LGSCO covers all adult social care in England, including care paid for privately, but only after you have complained to the home first.
• You normally have 12 months from first knowing about the problem to complain to the LGSCO; it can waive this in some cases.
• If the home has not answered within a reasonable time, which the LGSCO says is usually up to 16 weeks, you can go to the ombudsman anyway.
• CQC does not resolve individual complaints, but it uses feedback about poor care to decide what to inspect.

When to use this letter and what to gather first

Raise small worries in person first; many are fixed in a day. Use the letter when a problem keeps happening, when promised action never came, or when it is serious: missed medication, unreported falls, weight loss, poor hygiene or rough handling.

If you think your relative is being abused or neglected, do not wait for a complaints process. Tell the manager straight away and report it to the council’s adult safeguarding team. Our guide to signs of neglect by a carer explains what to look for.

Before you write, gather:

• The home’s complaints procedure. It is often in the residents’ guide or on display; if not, ask the manager for a copy.
• Your relative’s contract and care plan, so you can point to what was promised. See care home contracts if you are unsure what the terms say.
• A short timeline (dates, staff names, what you saw, who you told), plus photos and emails.
• Your authority to act. If your parent has capacity, ask them to sign a short note saying you can complain for them. If they do not, a lasting power of attorney or deputyship helps, though it is not always required.

The complaint letter template

Replace everything in square brackets and delete options that do not apply. Keep each numbered point to one issue and stick to facts you can back up.

Print or save this letter as PDF

How to send it

• Address it to the registered manager. The manager’s name is on the home’s CQC profile. If the home belongs to a group, copy in the provider’s complaints team or head office.
• Email it, or post it with proof of delivery, and keep copies of everything, plus a log of phone calls.
• Set a reasonable deadline. Twenty-eight days for a full reply is fair for most complaints; ask for an acknowledgement within a few days.

What happens next

A well-run home will acknowledge the complaint, investigate, then write to you with its findings and what it will change. Regulation 16 does not set response times, so the home’s own policy applies. CQC can ask the home for a summary of complaints and its responses, which must be provided within 28 days of the request.

If the reply is vague, ask follow-up questions in writing and request a second stage review if the policy offers one. If nothing improves, you have several routes, which can run side by side:

Taking it to the Local Government and Social Care Ombudsman

The LGSCO investigates complaints about adult social care in England whether the council pays, the resident pays privately or the care is bought with a direct payment. It is free. You must have given the home a chance to put things right, which normally means going through all stages of its complaints procedure.

The law sets a 12-month time limit from when the person affected first knew about the problem, which the ombudsman can disapply. Complain online or call 0300 061 0614, and include your letter, the home’s replies and your timeline. The ombudsman may decline cases where the fault is not serious enough or a court is the better route.

If the council arranged the placement, complain to the council too, as it remains responsible for meeting your relative’s assessed needs. Where the NHS funds care, the LGSCO works with the Public Service Ombudsman on complaints that cross health and care.

Where CQC fits

CQC inspects homes against the fundamental standards, including Regulation 16, but says it cannot take forward complaints on your behalf. Use its online feedback form alongside your complaint. Our guide to CQC ratings explains how inspections and ratings work.

Mistakes to avoid

Do not withhold fees in protest, as that can breach the contract and put the placement at risk. Do not rely on CQC to answer your complaint, and do not wait more than a year to escalate. If the relationship has broken down, read changing care homes before giving notice. Our full guide to how to complain about a care home covers informal steps in more depth, and there is a separate guide to complaining about home care. More templates are on our letter templates and checklists page, including a letter to dispute a fee increase.

Scotland, Wales and Northern Ireland

In Scotland you can complain to the home or directly to the Care Inspectorate, which handles complaints about registered care services; complaints about the council go to the Scottish Public Services Ombudsman. In Wales, complain to the home first; Care Inspectorate Wales takes concerns, and the Public Services Ombudsman for Wales can look at self-funded care home complaints. In Northern Ireland, complain to the home and, if the Health and Social Care Trust arranged the place, to the Trust; the Northern Ireland Public Services Ombudsman is the final step, and RQIA regulates homes.

Frequently asked questions

How do I write a formal complaint to a care home?

Put the word complaint in the heading, say who you are and who the resident is, then list each problem with dates and names. Explain the effect on your relative and say exactly what you want done, with a deadline for a written reply. Send it to the manager and the provider’s complaints contact, and keep a copy.

How long does a care home have to respond to a complaint?

There is no single legal deadline. Regulation 16 requires every registered home to investigate complaints and act on failures, and each home sets its own timescales in its complaints policy. Ask for a copy. The Local Government and Social Care Ombudsman says that if you have had no answer within a reasonable time, usually up to 16 weeks, you can go to it.

Can I complain about a care home to the ombudsman if my mum pays for her own care?

Yes. The Local Government and Social Care Ombudsman looks at all adult social care complaints in England, whether the council pays or your mum pays privately. You must give the home a chance to put things right first, and you normally need to complain to the ombudsman within 12 months of first knowing about the problem. The service is free.

Can I complain on behalf of my parent in a care home?

Yes, with their permission. If your parent can decide, ask them to sign a short note authorising you. If they lack capacity, a lasting power of attorney or deputyship helps, but the ombudsman can also accept a complaint from someone it considers a suitable representative. Say in your letter why you are writing for them.

What should I do if I think my parent is being harmed in a care home?

Do not wait for the complaints process. Tell the manager at once and report it to the council’s adult safeguarding team, which has a duty under section 42 of the Care Act 2014 to make enquiries. Call 999 if someone is in immediate danger. You can still send a formal complaint afterwards.

Sources

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, regulation 16
• CQC: Regulation 16, receiving and acting on complaints
• CQC: Complain about a service or provider
• Local Government and Social Care Ombudsman: How to complain
• LGSCO: Top tips for making a complaint about care providers
• Local Government Act 1974, section 34D (time limit, private adult social care)
• Care Act 2014, section 42 (safeguarding enquiries)

General information, not legal or financial advice. Figures for 2026/27, checked October 2026.

Reviewed by The Care Panel team on 29 October 2026. This guide is general information about care in England, not legal, medical or financial advice. Rules and rates change; check with your council or an adviser before making decisions.