Start at stage 1. Move to the next stage if your problem isn’t sorted or you’re unhappy with the response.

Stage 1 - talk to a member of staff

If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or raise it with a manager. They may be able to sort things out for you.

Ask for a copy of the complaints procedure and make a formal complaint. You may be able to find the complaints procedure on the company’s website.

  1. If the care is being funded by Buckinghamshire council, you can contact them.

    Buckinghamshire Council – Social Care Complaints

    Put your complaint in writing to Buckinghamshire Council setting out what has happened and what you want done to put things right.

    01296 387844

    Compliments and Complaints Team, Buckinghamshire Council, Walton Street Offices, Walton Street, Aylesbury, HP20 1UA

  2. If the care is funded by a different council, you can complain to them. Find your local council (GOV.UK)
  3. If you are a self-funder and you haven’t been able to resolve the complaint with the care home or care agency, you can contact the Local Government and Social Care Ombudsman (see below).

They are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies), even if privately funded, and some other organisations providing local public services. They are a free service and investigate complaints in a fair and independent way.

0300 061 0614

You should also tell the CQC about the poor care that you have seen or experienced. Although they are not able to take forward complaints on your behalf, information given to them may help protect others from going through the same experience.

Care Quality Commission

The Care Quality Commission (CQC) checks all hospitals, dentists, care homes and care services to see if they meet national standards. You can find out what they have to say about these services in your local area.

03000 616 161

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