Question 60
How do I complain about a home care agency?
Start by raising the complaint in writing with the agency manager — not just by phone. Keep a written record of every missed visit, late arrival and specific incident with dates and times, as this is essential if the issue escalates. The agency must have a formal complaints procedure by law. If council-funded, contact the council's care management team as well — they commission the service and can intervene directly. If self-funded and unresolved, the Local Government and Social Care Ombudsman can investigate. The CQC can also be informed of concerns, which may influence future inspections.
Always put complaints in writing even if you have already spoken to someone by phone — a written record is essential if the situation escalates.
What changes the answer
- Whether the issue is ongoing or a one-off incident
- Whether care is council-commissioned or privately arranged
- Whether the agency has responded to informal concerns