Last Updated on March 26, 2026
The Local Government Social Care Ombudsman (LGSCO) has launched best practice guidance for care providers handling self-funder complaints. The guidance provides advice on how providers can deliver fair, transparent and accountable complaints handling.
The campaign encourages providers to ensure their complaints processes are clear and accessible and inform self-funded residents and their families about the LGSCO’s role in independently and impartially reviewing complaints that cannot be resolved. By embedding strong signposting and clear escalation routes, LGSCO argues that providers can reduce misunderstandings, resolve concerns earlier and demonstrate a positive complaints culture to regulators and prospective customers alike.
To support providers in assessing their current approach, the LGSCO has developed an interactive quiz, enabling providers to benchmark their complaints process against best practice. Providers receive tailored feedback and are directed to the Ombudsman’s toolkit.
The toolkit offers guidance and ready-to-use resources to support improvement. Providers are encouraged to use the toolkit to review and refine their complaints policies. The toolkit also includes templates of letters and complaints policies, alongside practical materials such as a poster and leaflet. According to LGSCO, the toolkit can help providers to clearly demonstrate their commitment to transparent and effective complaints handing to care users and staff.
Commenting on the launch of the toolkit, Julie Odams, Chief Executive at the LGSCO, said, ‘Our aim with this guidance is not only to support people who use care, but to work constructively with providers to strengthen complaints handling across the sector. A well-managed complaint is an opportunity to learn, improve and build trust.
‘For self-funded care recipients and their families, who have not organised their care through their local council, clarity about what happens if something goes wrong can make a real difference to their confidence and peace of mind. For care providers, aligning with our best practice standards will enable them to demonstrate their commitment to transparency, strong leadership and continuous improvement – qualities families actively look for when choosing care.
‘We believe these new tools will help build confidence across the care sector for the benefit of everyone working in or drawing on care services.’
To read the guidance and access the toolkit, click here.
In other news, the Department of Health and Social Care has announced that the Funded Nursing Care rate is set to increase by 5.4% from April 2026. .