Complaints, Accountability & Advocacy

Understanding Accountability

Why Accountability Matters

Public services should be:

• Lawful.
• Fair.
• Transparent.
• Proportionate.
• Respectful.
• Accountable.

Accountability helps ensure:

• Rights are protected.
• Mistakes are addressed.
• Lessons are learned.
• Public confidence is maintained.

Relevant organisations include:

• Police.
• Local authorities.
• NHS services.
• Government departments.
• Housing providers.
• Prisons.
• Probation services.
• Schools and colleges.

Your Rights When Making a Complaint

Everyone Has the Right To

• Raise concerns.
• Make complaints.
• Be listened to.
• Receive a response.
• Request reviews.
• Access advocacy.
• Access legal advice.
• Be treated fairly.
• Be protected from victimisation for raising concerns.

Equality and Human Rights Commission

Equality and Human Rights Commission

Complaints Against Police

Raising Concerns About Police Conduct

Complaints may relate to:

• Staff behaviour.
• Officer conduct.
• Use of force.
• Discrimination.
• Failure to investigate.
• Delays.
• Professional standards issues.

Complaints may usually be made directly to the relevant police force.

Police Complaints Information

Police Complaints Guidance

Independent Office for Police Conduct (IOPC)

Independent Police Oversight

The IOPC oversees the police complaints system in England and Wales.

The IOPC may:

• Investigate serious complaints.
• Oversee investigations.
• Review complaint handling.
• Promote learning and accountability.

The IOPC is independent of police forces.

Independent Office for Police Conduct

Independent Office for Police Conduct (IOPC)

Police Misconduct

Professional Standards

Police officers and staff are expected to uphold professional standards.

Concerns may involve:

• Abuse of authority.
• Corruption.
• Discrimination.
• Improper behaviour.
• Breaches of professional standards.

College of Policing

College of Policing Standards

Complaints Against Public Services

Raising Concerns About Services

Public service complaints may relate to:

• Local authorities.
• Social services.
• Housing services.
• Education providers.
• Government departments.
• Healthcare providers.

Most organisations have internal complaints procedures that should usually be used first.

NHS Complaints

Healthcare Concerns

People may complain about:

• Treatment.
• Delays.
• Communication.
• Safety concerns.
• Service failures.

NHS Complaints Process

NHS Complaints Information

Local Authority Complaints

Council Services

Complaints may involve:

• Housing.
• Adult social care.
• Children's services.
• Environmental services.
• Community services.

Find Your Local Council

Find Local Council

Housing Complaints

Social Housing & Housing Associations

Concerns may involve:

• Repairs.
• Anti-social behaviour.
• Service failures.
• Tenant rights.

Housing Ombudsman

Housing Ombudsman Service

Complaints About Social Care

Adult and Children's Social Care

Concerns may relate to:

• Assessments.
• Safeguarding.
• Care planning.
• Support services.
• Delays.

Local Government and Social Care Ombudsman

Local Government and Social Care Ombudsman

Advocacy Services

Independent Support

Advocates help people:

• Understand their rights.
• Express their views.
• Challenge decisions.
• Participate in meetings.
• Access services.

Advocacy can be particularly important for:

• Disabled people.
• Older people.
• Mental health service users.
• People with learning disabilities.
• Vulnerable adults.

VoiceAbility

VoiceAbility Advocacy Services

POhWER

POhWER Advocacy Services

Mental Health Advocacy

Independent Mental Health Advocates (IMHAs)

People subject to certain Mental Health Act powers may be entitled to support from an Independent Mental Health Advocate.

Mind

Mind Mental Health Advocacy Information

Independent Mental Capacity Advocacy (IMCA)

Supporting Decision-Making

IMCAs may support individuals who:

• Lack capacity.
• Have no suitable family or friends available.
• Face important decisions about care or treatment.

Mental Capacity Information

Mental Capacity Act Guidance

Legal Support

Accessing Advice

People may benefit from legal advice regarding:

• Human rights.
• Police matters.
• Complaints.
• Housing.
• Social care.
• Discrimination.
• Criminal justice.

Law Society Solicitor Search

Law Society Find a Solicitor

Legal Aid

Financial Help With Legal Costs

Legal aid may be available in some circumstances depending on:

• The type of case.
• Financial eligibility.
• Legal merits.

Legal Aid Information

Legal Aid Guidance

Escalating Concerns

If You Are Not Satisfied

People may be able to:

1. Use the organisation's complaints process.
2. Request a review.
3. Contact a regulator.
4. Contact an ombudsman.
5. Seek advocacy support.
6. Seek legal advice.

Escalation routes vary depending on the service involved.

Ombudsman Services

Independent Complaint Reviews

Ombudsmen investigate complaints where local complaints procedures have been completed.

Ombudsmen are independent from the organisations they investigate.

Parliamentary and Health Service Ombudsman

NHS and Government Complaints

The Parliamentary and Health Service Ombudsman may investigate complaints about:

• NHS organisations.
• UK Government departments.
• Public bodies.

Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman

Local Government and Social Care Ombudsman

Councils and Social Care

The Ombudsman may investigate complaints involving:

• Local authorities.
• Adult social care.
• Children's services.

Local Government and Social Care Ombudsman

Local Government and Social Care Ombudsman

Housing Ombudsman

Housing Complaints

The Housing Ombudsman investigates complaints involving:

• Housing associations.
• Social landlords.
• Housing management services.

Housing Ombudsman

Housing Ombudsman Service

Prisons and Probation Complaints

Independent Oversight

Complaints about prisons and probation services may involve:

• Internal complaints procedures.
• Independent Monitoring Boards.
• Prison and Probation Ombudsman.

Prison and Probation Ombudsman

Prison and Probation Ombudsman

Whistleblowing

Reporting Serious Concerns

Whistleblowing may involve reporting concerns about:

• Corruption.
• Abuse.
• Fraud.
• Unsafe practices.
• Misconduct.

Workers may have legal protections when raising concerns appropriately.

Protect (Whistleblowing Advice)

Protect Whistleblowing Support

Data Protection & Privacy Complaints

Information Rights

People may complain about:

• Data breaches.
• Privacy concerns.
• Misuse of personal information.

Information Commissioner's Office

Information Commissioner's Office (ICO)

Equality & Discrimination Complaints

Challenging Unlawful Discrimination

Complaints may relate to:

• Disability discrimination.
• Race discrimination.
• Religious discrimination.
• Sex discrimination.
• Age discrimination.
• Sexual orientation discrimination.

Equality Advisory and Support Service

Equality Advisory and Support Service

Additional Complaints, Accountability & Advocacy 

These sections expand the Complaints, Accountability & Advocacy Hub and provide further information about independent scrutiny, public accountability, legal remedies, advocacy support, safeguarding concerns and human rights protections.

Police Accountability

Holding Police Services Accountable

Police accountability helps ensure policing is:

• Lawful.
• Fair.
• Professional.
• Transparent.
• Proportionate.

Accountability mechanisms help maintain public confidence while protecting the rights of both the public and police officers.

Independent Office for Police Conduct

https://www.policeconduct.gov.uk

Police Misconduct Hearings

Professional Conduct Investigations

Serious allegations involving police officers may be considered through misconduct procedures.

These may involve concerns relating to:

• Abuse of authority.
• Discrimination.
• Corruption.
• Dishonesty.
• Excessive force.
• Professional misconduct.

Hearings should be conducted fairly and in accordance with legal procedures.

College of Policing

https://www.college.police.uk

Professional Standards Departments

Internal Police Oversight

Every police force has a Professional Standards Department (PSD).

PSD teams may investigate concerns relating to:

• Officer conduct.
• Staff conduct.
• Ethics.
• Professional behaviour.
• Complaints.

Police and Crime Commissioners (PCCs)

Public Oversight of Policing

Police and Crime Commissioners help oversee local policing priorities.

Responsibilities may include:

• Holding Chief Constables accountable.
• Setting local policing priorities.
• Community engagement.
• Public confidence initiatives.

Association of Police and Crime Commissioners

https://www.apccs.police.uk

Misconduct Reviews

Reviewing Decisions

Some misconduct decisions may be subject to review or appeal processes.

Reviews help ensure:

• Fairness.
• Consistency.
• Accountability.
• Transparency.

Use of Force Complaints

Challenging Police Actions

Complaints may arise regarding:

• Physical restraint.
• Taser deployment.
• Arrest procedures.
• Crowd control measures.
• Use of force during detention.

Force should only be used when:

• Lawful.
• Necessary.
• Reasonable.
• Proportionate.

Stop and Search Complaints

Challenging Stop and Search Encounters

Individuals may complain if they believe a stop and search was:

• Unlawful.
• Discriminatory.
• Excessive.
• Improperly conducted.

People can request records of stop and search encounters where applicable.

Police Stop and Search Rights

https://www.police.uk/advice/advice-and-information/st-s/stop-and-search

Public Service Accountability

Holding Public Bodies Accountable

Public bodies should act:

• Lawfully.
• Fairly.
• Transparently.
• Reasonably.

Examples include:

• Local authorities.
• Government departments.
• NHS organisations.
• Education providers.
• Social care services.

Judicial Review

Challenging Public Decisions

Judicial review allows courts to examine whether public bodies have acted lawfully.

It does not normally reconsider the merits of a decision but examines whether procedures and legal duties were followed.

Judicial Review Guidance

https://www.gov.uk/guidance/judicial-review

Regulatory Bodies

Independent Regulation

Regulators oversee standards within particular sectors.

Examples include:

• Care Quality Commission (CQC).
• Ofsted.
• Information Commissioner's Office (ICO).
• General Medical Council (GMC).
• Nursing and Midwifery Council (NMC).

UK Regulators Directory

https://www.gov.uk/government/organisations

Statutory Complaints Procedures

Legal Complaint Routes

Some services must provide formal complaints procedures under legislation.

Examples may include:

• NHS services.
• Social care.
• Education.
• Local authorities.

Public Inquiries

Learning from Major Events

Public inquiries may investigate:

• Major incidents.
• Public service failures.
• National tragedies.
• Systemic concerns.

The purpose is often to:

• Establish facts.
• Identify lessons.
• Improve future practice.

UK Public Inquiries

https://www.gov.uk/government/publications/public-inquiries

Independent Reviews

External Examination

Independent reviews may examine:

• Policies.
• Practices.
• Serious incidents.
• Organisational performance.

Reviews help identify improvements and maintain public confidence.

Advocacy & Representation

Supporting Individuals

Advocacy helps people:

• Understand rights.
• Express views.
• Challenge decisions.
• Access services.

Advocates should act independently and in the person's interests.

Independent Advocacy

Professional Support

Independent advocates may support people involved with:

• Social care.
• Mental health services.
• Safeguarding.
• Complaints processes.

VoiceAbility

https://www.voiceability.org

Citizen Advocacy

Community-Based Support

Citizen advocacy involves volunteers helping individuals who may otherwise struggle to have their voices heard.

Self-Advocacy

Speaking Up for Yourself

Self-advocacy encourages people to:

• Understand their rights.
• Express their wishes.
• Participate in decisions.
• Challenge unfair treatment.

Peer Advocacy

Support Through Shared Experience

Peer advocates may have personal experience of:

• Mental health services.
• Disability.
• Care services.
• Recovery journeys.

Shared experience can help provide understanding and support.

Children's Advocacy

Protecting Children's Voices

Children involved with:

• Social care.
• Child protection.
• Care proceedings.
• Youth justice services.

may be entitled to advocacy support.

Coram Voice

https://coramvoice.org.uk

Care Act Advocacy

Statutory Advocacy Rights

Under the Care Act 2014, some adults may be entitled to independent advocacy when:

• Facing major care decisions.
• Participating in safeguarding processes.
• Having difficulty engaging without support.

Care Act Guidance

https://www.gov.uk/government/publications/care-act-statutory-guidance

Safeguarding Complaints

Raising Concerns About Safeguarding

People may complain where safeguarding processes appear to have been:

• Inadequate.
• Delayed.
• Unfair.
• Poorly managed.

Complaints should be handled appropriately while protecting confidentiality.

Adult Safeguarding Complaints

Care Act Responsibilities

Concerns may involve:

• Abuse.
• Neglect.
• Exploitation.
• Financial abuse.
• Organisational failures.

Local Government and Social Care Ombudsman

https://www.lgo.org.uk

Child Protection Complaints

Safeguarding Children

Complaints may relate to:

• Child protection investigations.
• Social care decisions.
• Safeguarding failures.
• Service delays.

NSPCC

https://www.nspcc.org.uk

Complaints About Care Providers

Care Quality Concerns

Concerns may involve:

• Poor care.
• Unsafe treatment.
• Neglect.
• Dignity issues.
• Staffing concerns.

Care Quality Commission

https://www.cqc.org.uk

Safeguarding Adults Reviews (SARs)

Learning from Serious Cases

SARs examine cases where adults have suffered serious harm or died and safeguarding concerns existed.

The purpose is learning and improvement.

Care Act 2014

https://www.legislation.gov.uk/ukpga/2014/23/contents

Child Safeguarding Practice Reviews

Improving Child Protection

Reviews may occur where children have been seriously harmed or died and safeguarding agencies were involved.

The focus is on learning and improvement.

Child Safeguarding Practice Review Panel

https://www.gov.uk/government/organisations/panel-to-review-serious-child-safeguarding-cases

Healthcare Accountability

Safe and Effective Care

Healthcare providers should provide:

• Safe treatment.
• Respectful care.
• Accountability.
• Transparency.

Patient Safety Investigations

Learning from Incidents

Investigations may examine:

• Medical errors.
• Delays.
• Safety incidents.
• System failures.

Health Services Safety Investigations Body

https://www.hssib.org.uk

Duty of Candour

Openness and Honesty

Health and care providers should be open when mistakes occur.

This may include:

• Informing affected individuals.
• Providing explanations.
• Offering apologies.
• Learning from incidents.

CQC Duty of Candour

https://www.cqc.org.uk/guidance-providers/regulations-enforcement/regulation-20-duty-candour

Healthcare Regulators

Professional Oversight

Healthcare professionals may be regulated by:

• General Medical Council.
• Nursing and Midwifery Council.
• Health and Care Professions Council.

Professional Standards Authority

https://www.professionalstandards.org.uk

Fitness to Practise Concerns

Professional Conduct

Concerns may arise regarding:

• Competence.
• Professional behaviour.
• Patient safety.
• Ethical conduct.

Regulators may investigate where appropriate.

Legal Remedies

Seeking Redress

Legal remedies may be available when rights have been affected or unlawful actions have occurred.

Human Rights Claims

Protecting Fundamental Rights

Claims may arise where public authorities have failed to respect rights protected by the Human Rights Act.

Human Rights Act 1998

https://www.legislation.gov.uk/ukpga/1998/42/contents

Discrimination Claims

Equality Rights

Individuals may challenge unlawful discrimination relating to:

• Disability.
• Race.
• Religion.
• Sex.
• Sexual orientation.
• Age.
• Gender reassignment.

Equality Advisory and Support Service

https://www.equalityadvisoryservice.com

Civil Claims Against Public Bodies

Legal Accountability

Civil claims may sometimes arise following:

• Negligence.
• Unlawful actions.
• Human rights breaches.
• Service failures.

Independent legal advice may be beneficial.

Compensation Claims

Financial Redress

Compensation may sometimes be available where harm has occurred.

Eligibility depends on:

• Facts of the case.
• Applicable law.
• Available evidence.

Public Law Challenges

Challenging Decisions

Public law remedies may include:

• Judicial review.
• Appeals.
• Statutory review procedures.

Human Rights & Equality

Legal Protections

Public services should respect:

• Human dignity.
• Equality.
• Privacy.
• Family life.
• Freedom of belief.
• Freedom from discrimination.

Human Rights Act Protections

The Human Rights Act protects rights including:

• Right to life.
• Protection from inhuman treatment.
• Liberty and security.
• Fair hearings.
• Privacy.
• Family life.

Human Rights Act

https://www.legislation.gov.uk/ukpga/1998/42/contents

Equality Act Rights

The Equality Act protects people from unlawful discrimination.

Equality Act 2010

https://www.legislation.gov.uk/ukpga/2010/15/contents

Access to Justice

Fair Access

People should be able to:

• Understand processes.
• Obtain advice.
• Challenge decisions.
• Access courts and tribunals.

Reasonable Adjustments

Supporting Accessibility

Organisations may need to make reasonable adjustments for disabled people.

Examples may include:

• Alternative formats.
• Communication support.
• Accessible venues.
• Additional assistance.

Accessible Complaints Procedures

Inclusive Access

Complaints procedures should be accessible for:

• Disabled people.
• People with learning disabilities.
• People with language barriers.
• Older people.

Accessible information helps ensure fairness.

Oversight & Independent Scrutiny

Independent Monitoring

Independent oversight helps maintain accountability and public confidence.

Parliamentary Committees

Democratic Scrutiny

Parliamentary committees examine:

• Government actions.
• Public policy.
• Public services.
• Legislation.

UK Parliament Committees

https://committees.parliament.uk

Inspectorates

Independent Inspections

Inspectorates assess services such as:

• Police.
• Prisons.
• Probation.
• Education.
• Healthcare.

HM Inspectorate of Constabulary and Fire & Rescue Services

https://www.justiceinspectorates.gov.uk/hmicfrs

Independent Monitoring Boards

Custody Oversight

Independent Monitoring Boards monitor:

• Prisons.
• Immigration detention settings.

IMB

https://imb.org.uk

Ombudsman Reviews

Independent Complaint Investigation

Ombudsmen provide independent reviews where complaints processes have been exhausted.

Examples include:

• Parliamentary and Health Service Ombudsman.
• Housing Ombudsman.
• Local Government and Social Care Ombudsman.

Regulatory Inspections

Monitoring Standards

Regulatory inspections help ensure services meet required standards and identify improvements where needed.

Examples include:

• CQC inspections.
• Ofsted inspections.
• HM Inspectorate reports.

Human Rights & Legal Protections

Relevant legislation may include:

• Human Rights Act 1998
• Equality Act 2010
• Data Protection Act 2018
• Care Act 2014
• Children Act 1989
• Children Act 2004
• Mental Capacity Act 2005
• Police Reform Act 2002
• Freedom of Information Act 2000

Human Rights Act 1998

Human Rights Act 1998

Equality Act 2010

Equality Act 2010

Key Message

Everyone has the right to challenge decisions, raise concerns, seek support and hold organisations accountable. Effective complaints systems, advocacy services, regulators, ombudsmen and legal protections help ensure public services remain transparent, fair and responsive. Complaints should be taken seriously, investigated appropriately and used as opportunities to improve services while protecting people's rights, dignity and access to justice.