The Local Government & Social Care Ombudsman is calling for urgent reform in how adult care complaints are handled in England, following its 2024-25 annual review.
Complaints received in this area rose by 8% over the past year, with a striking 28% jump in disputes about charging for care services.
However, there remains a significant gap: people who privately fund their own care make up around 23% of care users, yet their complaint numbers are disproportionately low.
The Ombudsman upheld almost 8 in 10 investigations (79%) into adult care complaints. The most common complaint areas were assessment and care planning, followed by charging issues. In residential care cases, 83% of investigated complaints were upheld; for charging-related cases the rate was 81%.
Ombudsman Amerdeep Somal stresses that reforms must place the complaints process at the heart of adult social care reform. While policy changes are debated, she also urges councils and care providers to commit to better, kinder communication now — ensuring people feel heard, understood, and respected.
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