Protection from abuse and neglect
If you're experiencing abuse or neglect, there's support out there for you.
If you want to challenge a decision regarding your care or you have a complaint about the care you’re receiving, you have certain rights.
You can complain about anything relating to your care. For example if:
Firstly, you should try to resolve the problem by having an informal conversation about it with your local social services department. You should have been given the name of somebody to talk to if you have a problem.
If you’re not happy with the outcome, you can make a formal complaint. Ask for a copy of your local council's formal complaints procedure. Each council must have one and they must make it available to the public. You can find it on your local council website.
You just need the postcode
If your care is provided by an independent agency on behalf of the council, you can still complain to the council about any difficulties, as the council remains responsible for making sure you receive suitable care.
You can also inform the Care Quality Commission (CQC) of any concerns. The CQC regulates social care services in England, as well as how local councils meet their social care duties. While they can't deal with individual complaints, they may decide to enforce changes as a result of information provided to them.
If you’re unhappy with the council's response to your complaint, you can take your complaint to the Local Government and Social Care Ombudsman (LGSCO).
If you have made private, self-funded care arrangements, you can take your complaint to the LGSCO if you have already complained using the care provider's complaints procedure and you're unhappy with the response.
If you're experiencing abuse or neglect, or feel at risk of abuse or neglect, contact your local council. They have a safeguarding duty to investigate concerns about abuse and neglect.
You can also discuss the situation by contacting Age UK Advice on 0800 169 65 65 or by calling Hourglass on 0808 808 8141 – their confidential helpline is open 24 hours a day, 365 days a year.
Find out more about protecting yourself and others from abuse
We offer support through our free advice line on 0800 678 1602. Lines are open 8am-7pm, 365 days a year. We also have specialist advisers at over 120 local Age UKs.
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