Scroll down for the template. Caira can help draft or review a complaint in seconds.
What is a care home?
A care home is a regulated facility providing accommodation and personal care for people who need extra support in daily living. There are several types:
Residential care home: Offers personal care, meals, and help with daily activities, but no on-site nursing.
Nursing home: Provides 24-hour medical care from registered nurses, often for those with complex health needs.
Assisted living: Residents have their own flats but receive support with meals, cleaning, and some personal care.
Dementia care: Specialises in supporting people with dementia, with tailored activities and secure environments.
Respite care: Short-term stays for recovery or to give family carers a break.
All these settings are regulated by the Care Quality Commission (CQC) in England, which sets standards for safety, dignity, and quality of care.
2. Complain about a care home
Anyone can complain about a care home—residents, relatives, friends, or advocates. Common issues include:
Poor standards of care or hygiene
Unsafe premises or lack of maintenance
Staff behaviour, including rudeness or neglect
Medication errors or missed doses
Unexplained fees or financial irregularities
Lack of dignity or respect for residents
You have a legal right to complain under the Care Act 2014 and the Health and Social Care Act 2008. The CQC also requires care homes to have a clear complaints process and to treat complainants fairly, without fear of retaliation.
3. Care home complaints procedure
A good complaints procedure should be clear, accessible, and fair. Here’s how it usually works:
Raise the issue informally: Speak to the manager or senior staff. Many problems can be resolved quickly at this stage.
Make a formal complaint: If not resolved, put your complaint in writing. Include dates, details, names, and any evidence (photos, records).
Care home response: The home should acknowledge your complaint promptly (usually within 3 days) and provide a full response, often within 28 days.
Escalation: If you’re not satisfied, you can escalate to the local authority (if they fund the care), the Care Quality Commission, or the Local Government and Social Care Ombudsman.
Advocacy: You have the right to support from an advocate, especially if you find the process overwhelming.
Template
Below is a template you can use to make a formal complaint to a care home or nursing home. Adapt it to your situation and include as much detail as possible.
Care Home/Nursing Home Complaints Template
Your Name:
Relationship to Resident:
Resident’s Name:
Care Home Name and Address:
Date of Complaint:
Summary of Complaint:
(State clearly what happened, when, and who was involved. Include dates, times, and locations.)
Details and Evidence:
(Describe the issue in detail. Attach supporting evidence such as photos, medical records, invoices, or witness statements.)
Desired Outcome:
(Explain what you want to happen—apology, investigation, refund, change in care, etc.)
Previous Steps Taken:
(Outline any informal discussions or previous complaints made.)
Request for Response:
(Ask for a written response within a set timeframe, e.g., 28 days.)
Signature:
Contact Details:
5. What is the biggest complaint in nursing homes?
Example 1: Poor personal care and hygiene
“My father was left in soiled clothing for several hours, breaching his dignity and the CQC’s Fundamental Standards. Despite raising this with staff, the issue persisted. I request an investigation and assurance that care plans will be followed.”
This complaint highlights a failure to maintain basic personal hygiene, which is a breach of Regulation 10 (Dignity and Respect) and Regulation 12 (Safe Care and Treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The CQC’s Fundamental Standards require that residents are treated with dignity and have their personal needs met promptly.
Example 2: Medication errors
“My mother missed her prescribed medication on three occasions last month, resulting in a hospital admission. This is a breach of duty of care and the Health and Social Care Act 2008. I am seeking a review of medication procedures and staff training.”
Medication errors are serious and can have life-threatening consequences. Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 requires providers to ensure the proper and safe management of medicines.
Example 3: Unexplained fees or charges
“We received an invoice for additional services not agreed in the contract. The care home has not provided a breakdown or justification. I request a refund and a review of billing practices under the Consumer Rights Act 2015.”
Care home contracts must be clear and transparent about fees. Charging for unagreed services may breach the Consumer Rights Act 2015, which requires fairness and transparency in consumer contracts.
Example 4: Unsafe premises or lack of maintenance
“The fire exit was blocked by furniture for several days, posing a serious safety risk and breaching health and safety regulations. I want confirmation that safety checks are now routine and the premises meet legal standards.”
Blocking fire exits is a breach of the Regulatory Reform (Fire Safety) Order 2005 and Regulation 15 (Premises and Equipment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Example 5: Staff behaviour or abuse
“A staff member was verbally abusive to my aunt, causing distress and fear. This is a safeguarding issue under the Care Act 2014. I request a formal investigation and notification to the CQC.”
Abuse or poor staff conduct is a safeguarding concern under the Care Act 2014 and must be taken seriously. Regulation 13 (Safeguarding service users from abuse and improper treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 applies.
6. Top tips for making an effective complaint
Gather and keep all evidence—photos, records, witness statements.
Be clear, specific, and reference relevant laws or standards.
State the outcome you want and request a written response.
Keep copies of all correspondence.
Know your escalation options if the complaint isn’t resolved.
Disclaimer:
This article is for general information only and does not constitute financial, legal, or tax advice. For advice specific to your circumstances, consult a qualified professional.
No credit card required
