Adult social care complaints rose by 22% last year, Ombudsman reports

According to the Ombudsman's Annual Review of Adult Social Care Complaints 2025-26, published today (24 September), the LGSCO received 3,938 complaints and enquiries about adult social care in general in 2025-26, up from the previous year.

In the independent sector, complaints from people who fund their own care also rose by 10% to 368.

Of the 904 cases investigated, 77% were upheld. The Ombudsman noted that the “high rate of compliance” with recommendations was maintained, with 99.8% of cases being completed to the Ombudsman’s satisfaction.

According to the report, around a third (33%) of upheld complaints about private social care providers had already been suitably remedied by the organisation before the Ombudsman investigated, a 13-percentage-point rise on the previous year.

Providing advice on “putting things right when they go wrong”, the Ombudsman noted that when agreeing to recommendations, organisations should consider:

• the timescales proposed at the Ombudsman’s draft decision stage, to ensure they are achievable;
• how to keep track of agreed recommendations and inform the Ombudsman of delay;
• letting the Ombudsman know as soon as a recommendation is completed, and providing evidence;
• establishing simple processes to ensure apologies and payments to complainants are made promptly.

Local Government and Social Care Ombudsman, Amerdeep Clarke, said: “We are seeing welcome signs of improvement in how councils and care providers handle complaints, but there is still more to be done. My message to the sector is simple: use the learning in this report to improve services now, rather than waiting for wider changes to the care system that are currently under discussion.

"Councils should ensure the care providers they commission have current policies in place that reflect best practice, including clear signposting to us as the final step in the complaints process.

“And for care providers, dealing with complaints properly isn't just the right thing to do, it is fundamental to fostering excellent relations with your clients, families, and the wider communities in which you operate. Handling a complaint well protects your reputation, and where you have already investigated and appropriately remedied an issue, this can mean a full Ombudsman investigation isn't needed."

Clarke added: "Behind every one of these numbers is a person, a family or a carer trying to get things back on track after something has gone wrong. Getting the fundamentals right: clear records, honest explanations and proper signposting to our service, protects everyone: the people who rely on care, and the organisations providing it."

Responding to the report, Cllr Dr Wendy Taylor, Chair of the LGA's Health and Wellbeing Committee, said: “This latest annual review of adult social care complaints underlines the ongoing pressure the sector is under. It is encouraging to see acknowledgement of the improvement councils and care providers are making already in the handling of complaints, as well as the difficult circumstances in which they’re operating. 

"Councils continue to work hard to try and ensure people who need it receive safe and high-quality care. Complaints systems form an important part of this process. We are working with councils across England to support this improvement, but reform of adult social care cannot come soon enough.

“As we set out in our ‘Care Where We Live’ report, sustained and predictable funding and infrastructure will be essential for the future of adult social care, if councils are to successfully meet growing demand and deliver on their duties under the Care Act."

Cllr Taylor added: “Success will require a new partnership between national government, local government and the public. It will ultimately be judged by whether people who draw on care and support are better able to remain connected to the people, places and passions that matter most in their lives.”

Lottie Winson