Contact us - Local Government and Social Care Ombudsman (2023)

If you want to register a new complaint

Please first read our step by step process for making a complaint.This explains what you need to do before registering a new complaint with us.

Once you have, please useour complaint form. It is the quickest way to register a new complaint.

(Video) Local Government and Social Care (LGSCO) Complaints

You will also be able to:

  • communicate with us through messaging at certain stages
  • see the progress of your complaint when you log in to your account
  • store your complaint correspondence and documents in one secure place

There are are some other ways to register a complaint, but only if you cannot use our online complaint form:


(Video) Local Government, Housing and Planning Committee - 6 December 2022

Call 0300 061 0614 to talk to a complaints advisor about registering a new complaint.

The telephone line isopen Mondays and Fridays from1pm – 4pm, and Tuesday to Thursday from 10am – 1pm.

We tend to receive more calls the first hour after opening. If you want to avoid waiting in a queue, you could try calling after this.

(Video) How can the Ombudsman support you?

Please be aware that even if you speak to a complaints advisor, we will usually ask you to complete the online form if you can. We are here to help as best we can, but our staffwill not tolerate verbal abuse or threatening behaviour.


It will take a little longer to reach us, but you canmake a new complaint by post

(Video) Make Complaints Count webinar 10 September 2020

Contact us - Local Government and Social Care Ombudsman (1)

British Sign Language

If you are a user of British Sign Language, you can contact us viaInterpretersLive!– a free online service provided by a company calledSignSolutions

If you have an existing complaint

  • Please contact your named person in the usual way you reach them.
  • If you do not have a named person, we will contact you when we have an update on your case. Our helpline team are usually not able to tell you about your case once you have been allocated a named person.

If you have an urgent or emergency problem

  • Please contact your local authority or care provider. Weexpect them to respond appropriately to concerns, and we usually expect you to have completed their complaints process before we can consider your complaint

Other types of enquiries


How to complain about the Local Government and Social Care Ombudsman? ›

You can complain by phone, but a complaint in writing or by email is normally best so that there can be no misunderstanding about the precise nature of your complaint. There is a form which you may use.

Is there an Ombudsman for Local Government? ›

the Local Government and Social Care Ombudsman investigates complaints about local councils, care homes and some other organisations providing local public services.

Is contacting Ombudsman free? ›

Hello, we're Ombudsman Services.

We resolve disputes between consumers and companies that are signed up to our scheme. Our service is free, impartial and simple to use.

Can I complain directly to the Ombudsman? ›

If you've received a deadlock letter, or if you've still not resolved the issue after eight weeks, you can bring your complaint to us. When you're ready to start your complaint you'll be asked to share details of your problem, evidence and some personal information, which we'll use to assess the situation.

How do I get in contact with the Ombudsman? ›

We can assist with telephonic queries and/or with logging complaints. Email us at or call 0860 800 900.

What can the Local Government ombudsman do? ›

The Ombudsman can investigate complaints made by or on behalf of members of the public. This includes not just complaints from individuals but also groups of people and a wide range of organisations.

How do I find my local Ombudsman? ›

The office address and phone number for your local ombudsman should be posted prominently in every long term care facility. 2. Use this online ombudsman locator.

How long do I have to complain to the Local Government Ombudsman? ›

We look at complaints about most council services, all types of adult social care services even if it is paid for privately, and some other organisations providing local services. In most cases, we can only investigate if you: complain to us within 12 months of becoming aware of the matter.

How do I complain about Local Government? ›

Learn how to file a complaint to your federal or local government and its agencies.
File a complaint with the USPS Office of the Inspector General (OIG) by:
  1. Filing an online complaint.
  2. Calling 1-888-USPS-OIG (1-888-877-7644)
  3. Finding more information about contacting the OIG.

What types of problems does the Ombudsman handle? ›

An ombudsman is an independent official, judge or referee whose job is to receive, investigate, and resolve complaints of bad or unfair treatment of customers. These complaints may be made by bank customers or small businesses.

How do I send an email to the Ombudsman? ›

You can send the complaint to this email address:

What cases does Ombudsman cover? ›

1. What are Ombudsman cases? A complaint filed in or taken cognizance of by the Office of the Ombudsman charging any public officer or employee including those in the government-owned or controlled corporations, with an act or omission alleged to be illegal, unjust, improper or inefficient is an Ombudsman case.

Which of the following complaints cannot be made to the Ombudsman? ›

Any complainant, whose complaint on the same subject matter is or was before a Court/Consumer Forum cannot approach Ombudsman.

How much does it cost to complain to Ombudsman? ›

Ombudsman Services is free to consumers. We are funded by the fee a company that is signed up to our scheme pays to have each complaint reviewed. This covers the cost of us handling the case.

What powers does an Ombudsman have? ›

An ombudsman has the power to investigate and file complaints against otherwise influential organizations or high-ranking officials. They often have the power to request key documents, interview individuals, and order a legal investigation if necessary. If agreed to, ombudsmen rulings are legally binding.

How do you approach an ombudsman? ›

One can file a complaint with the Banking Ombudsman simply by writing on a plain paper. One can also file it online at (“click here to lodge a complaint”) or by sending an email to the Banking Ombudsman. There is a form along with details of the scheme in our website. However, it is not mandatory to use this format.

How do you write an ombudsman request? ›

Submit an online request or complete Form DHS-7001 (Case Assistance Form), found at, to allow the Ombudsman to share your confidential information with USCIS. Other information or documentation you feel is important to your application or petition. Please do not send original documents.

Why would you go to the ombudsman? ›

The Office of the Ombudsman works independently as an intermediary to provide individuals with a confidential avenue to address complaints and resolve issues at the lowest possible level. The Office proposes policy and procedural changes when systemic issues are identified.

Can the Local Government Ombudsman award compensation? ›

The LGO/PSO will decide whether or not to investigate your complaint. If, following an investigation of your complaint, the LGO/PSO finds that the Local Authority has done something wrong then they will usually recommend how it should be put right. They can also award compensation.

Do Ombudsman get you compensation? ›

The Ombudsman can provide fair and proportionate remedies to complaints where maladministration or service failure has been identified. There are a wide range of proportionate remedies which include both non-financial remedies and compensation. Compensation will not be appropriate in every case.

What does the Office of the Ombudsman not do? ›

They can't investigate complaints about police or government ministers, unless the complaints relate to official information requests. If you have a right to appeal a decision to a court or tribunal, it's unlikely the Ombudsman can investigate. They also can't: provide legal advice.

What is the maximum amount of compensation that Ombudsman can allow? ›

The Ombudsman may award compensation not exceeding rupees 0.1 million to the complainant for mental agony and harassment. The Ombudsman, while giving the compensation, shall take into account the loss of time, expenses incurred by the complainant, harassment and mental anguish suffered by the complainant.

What does the Social Care Ombudsman do? ›

The Local Government and Social Care Ombudsman (LGSCO) looks at complaints about councils and some other authorities and organisations, including education admissions appeal panels and adult social care providers (such as care homes and home care providers). The service is free, independent and impartial.

Do companies get fined for Ombudsman complaints? ›

No. We're not here to punish anyone. We can't dictate how companies operate and we don't issue fines. Actions like these are the responsibility of the company's trade body or regulator.

What is a local ombudsman? ›

What Can an Ombudsman Do? Staff and volunteers of the local programs identify, investigate, and resolve complaints made by, or on behalf of, residents.

How do you write a strongly worded letter of complaint? ›

How to write an effective complaint letter
  1. Be clear and concise. ...
  2. State exactly what you want done and how long you're willing to wait for a response. ...
  3. Don't write an angry, sarcastic, or threatening letter. ...
  4. Include copies of relevant documents, like receipts, work orders, and warranties.
4 Sept 2015

What is the most common complaint to the Legal Ombudsman? ›

The most common causes of complaints to the Legal Ombudsman are:
  • delay or failure to progress.
  • failure to advise or poor advice.
  • failure to follow instructions.
  • costs.
  • failure to keep informed.
  • failure to reply.

Is an Ombudsman decision final? ›

Final binding decisions

If you or the business don't accept the case handler's assessment, you can ask for your case to be referred to an ombudsman. The ombudsman will then look at all details of your complaint afresh, and make a final decision.

How do I complain professionally? ›

How to Complain Effectively
  1. Focus on feelings, not facts. "The difference comes down to whether you discuss the facts about a situation or your feelings about it," she says. ...
  2. Talk through what's frustrating you. ...
  3. Sandwich your complaint. ...
  4. Lead with how you feel.
15 May 2018

How long does a case take with the Ombudsman? ›

Ombudsman investigation

Most cases are decided within 6 months. A formal investigation can take up to a year. The ombudsman can ask everyone involved for more information.

What are the 4 types of complaints? ›

When customers are dissatisfied with the service you're providing, they will be one of four kinds of complainers: aggressive, expressive, passive or constructive.

What are the 5 categories of complaints? ›

5 of the Most Common Types of Customer Complaints, and How to Handle Them
  • The Meek Customer.
  • The Aggressive Customer.
  • The High Roller Customer.
  • The Rip-Off Customer.
  • The Chronic Complainer Customer.
27 Oct 2016

What are the three types of complaints? ›

7 types of complaints
  • Product or service. A customer may make a complaint if they have problems with a company's product or service. ...
  • Wait time. ...
  • Delivery. ...
  • Personnel. ...
  • Online. ...
  • Continual. ...
  • Communication.
29 Sept 2021

Who pays the ombudsman? ›

who pays for the ombudsman service? The Financial Ombudsman Service is paid for by levies and case fees which the businesses we cover have to pay by law.

How do I file a complaint against a Local Government? ›

Learn how to file a complaint to your federal or local government and its agencies.
File a complaint with the USPS Office of the Inspector General (OIG) by:
  1. Filing an online complaint.
  2. Calling 1-888-USPS-OIG (1-888-877-7644)
  3. Finding more information about contacting the OIG.
8 Nov 2022

Who is head of Local Government Ombudsman? ›

Michael King joined us in 2004 and served as Deputy Ombudsman, Executive Director and Chief Executive Officer before becoming the Local Government and Social Care Ombudsman in 2017.

How do I complain about my local GP? ›

You have the right to take your complaint to the Local Government Ombudsman (LGO), which is independent of local authorities and care providers. For more information, call their helpline on 0300 061 0614 or visit the Local Government and Social Care Ombudsman website.

How long do I have to complain to the local government Ombudsman? ›

We look at complaints about most council services, all types of adult social care services even if it is paid for privately, and some other organisations providing local services. In most cases, we can only investigate if you: complain to us within 12 months of becoming aware of the matter.

What kind of complaints can be filed? ›

In a Consumer Forum, different types of complaints can be registered online. The complaints can be of any types ranging from false bank charges, defective products, online shopping,defective services, fraudulent services etc.

What can you do if your human rights are violated by the government? ›

If you believe your civil rights, or someone else's, have been violated, submit a report using our online form. If you or someone else is in immediate danger, please call 911 or local police. If you are reporting misconduct by law enforcement or believe you have experienced a hate crime, please contact the FBI.

Who are councils accountable to? ›

As a result, local authorities are part of the accountability system under which the Department for Communities and Local Government is accountable to Parliament. Local councils are made up of councillors who are voted for by the public in local elections. They are supported by permanent council staff.

Who do I complain to about a care home? ›

Speak to the manager first

If you can, tell the manager at the care home about your concerns. They should be willing to discuss the problem with you and may try to resolve it informally. If they do not, you may need to complain in writing.

Can I sue my GP for negligence? ›

Can I Sue My GP for Negligence? You have a legal right to claim compensation from your GP if the treatment they provided was sub-standard and caused you to suffer an avoidable injury and loss.

Who can complain against a health and social care provider? ›

Written consent is not required for a non-Gillick competent child (one who still requires an adult's consent to treatment), a deceased person or someone who lacks mental capacity. Complaints can be made by the individual themselves, a family member or friend, or even an independent advocate.

Can I complain to CQC about my GP? ›

If you have experienced or seen poor care, you have a right to complain to the organisation that provided or paid for the care. By law, all health and social care services must have a procedure for dealing efficiently with complaints. The way you make a complaint depends on the type of service.

Which of the following complaints Cannot be made to the Ombudsman? ›

Any complainant, whose complaint on the same subject matter is or was before a Court/Consumer Forum cannot approach Ombudsman.

What is the maximum compensation for Ombudsman? ›

However, for any consequential loss suffered by the complainant, the Ombudsman shall have the power to provide a compensation up to Rupees 20 lakh, in addition to, up to Rupees One lakh for the loss of the complainant's time, expenses incurred and for harassment/mental anguish suffered by the complainant.


1. Cabinet - 25 October 2022
(Committee meetings at Leicestershire County Council)
2. Social Care Webinar Series – Part 1
(Landmark Chambers)
3. Local Government and Communities Committee - 23 January 2019
(The Scottish Parliament)
4. Recording of Dorset Council's People and Health Overview Committee on 14 December 2020
(Dorset Council UK)
5. Care Needs
6. Local Government and Regeneration Committee (Part II) - Scottish Parliament: 24th September 2014
(The Scottish Parliament)
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