How to Raise Concerns About Care Home Quality

If you're worried about the care your loved one is receiving, it's important to act. Most issues can be resolved by speaking to the home, but you have options if problems persist.

• Talk to the key worker or duty manager
• Document your concerns with dates and specifics
• Request a meeting with the manager
• Ask how the issue will be addressed and by when
• Follow up in writing to create a record

Every care home must have a complaints procedure. Ask for a copy and follow the formal process if informal discussions don't resolve the issue.

• Local authority (if they fund the care)
• CQC - for regulated care quality concerns
• Local Government Ombudsman - for unresolved complaints
• Safeguarding team - for abuse or serious neglect concerns
• Police - for suspected criminal behaviour

CQC doesn't investigate individual complaints but uses feedback to inform inspections. Report concerns at cqc.org.uk/give-feedback-on-care or call 03000 616161.

If you suspect abuse or serious neglect, contact the local authority safeguarding team immediately. This includes physical, emotional, financial abuse, or neglect.