[Your name]

[Address line 1]

[Address line 2]

[Address line 3]

[Postcode]

[Complaints Manager]

[HSCT’s address line 1]

[HSCT’s address line 2]

[HSCT’s address line 3]

[Postcode]

[Date]

Dear Sir/Madam [or Complaint Manager’s name],

Subject: Formal complaint

I ask that you treat this letter as a formal complaint concerning the discharge of your health and social care trust of its functions in respect of myself [or if you are complaining on behalf of someone you care for, write their name here].

[Give a brief description of yourself or the adult/child you care for – this could include the diagnosis, how long ago the diagnosis was made, care needs, what help is needed, what support is currently being received, what would happen if you didn’t receive any support, etc.].

My complaint is:

[Here set out as precisely as possible:

a) What it is that you are complaining about

b) The names of the social workers/support workers that the complaints investigator will need to speak to

c) The dates of the relevant acts/omissions.

If possible, include copies of any relevant paperwork, such as letters you have sent the HSCT or they have sent you, or copies of supporting letters from other professionals]

What I want to achieve by making this complaint is [set out what you want to be the result of your complaint, e.g. a service to be provided, an explanation, apology, alteration to practice, compensation, review of a decision, confidential enquiry, etc.].

I understand that your complaints officer will contact me in order to investigate this complaint. I suggest that this is done by [give a telephone number or some other way in which you can be contacted, and the time/days when you are normally available].

Yours faithfully [Yours sincerely if you’ve used their name],

[Your signature]

[Your name]

[cc: Complaints Officer]

If you are not satisfied with the explanation given about a decision regarding your social care funding you can ask your local authority to look at the decision again. A request for a revision must be in writing, signed by you and submitted withinone calendar monthof the date on the decision letter.

(NB:If you are dissatisfied about the explanation regarding your continuing NHS healthcare, you must address your letter to your local PCT to request a review).

If the decision can be changed:

  • Your local authority will send you a letter telling you what their new decision is.
  • If you do not agree with the new decision, you can ask them to look at it again.

If the decision cannot be changed:

  • Your local authority will send you a letter telling you that they cannot change the decision. The letter will confirm their original decision.
  • The letter will tell you if you can appeal against the original decision.
  • If you can appeal, theone calendar monthtime limit starts again from the date of the letter telling you that the decision cannot be changed.

If you have been reassessed and think the help you’ve been offered is not enough, start by asking for a copy of the completed assessment forms and care plan if you don’t already have them. These should give clear written details of:

  • The information they have considered in the assessment
  • What needs they recognise you as having and which of these are eligible for support
  • Any assumptions they have made about free support that you may get, for example from family, friends or charities
  • The needs of any family or other unpaid carers, for example if they need help to be able to continue caring for you
  • What support you are going to get, with a clear explanation of how, in practical terms, it will meet your needs
  • What support carers will get
  • What needs are not eligible for support, and what is going to happen about these
  • Any financial contribution you will be expected to make

You do not have to ask them to explain or look at a decision before appealing but doing so may resolve the dispute more quickly.