Complaints and escalation procedures remain the same as before the pandemic. Anyone who is unhappy about the way in which a local authority carries out a financial assessment for charging can make representations to the local authority through the complaints procedure which all local authorities are required to have.
The Local Government and Social Care Ombudsman has restarted suspended complaints and anticipates reopening for new complaints in the coming weeks. Members of the public will not lose their right of appeal, and complaints regarding the COVID-19 outbreak period will be considered in due course. The Ombudsman is not an emergency service, and members of the public are required by law to first have their complaints investigated by their council or care provider. The Ombudsman has also set up a helpline to give advice and support to concerned members of the public.