National Care Service: Complaints - Co-design Partnership Programme report

Complaints processes can be difficult to navigate during challenging circumstances.

We heard that people often engage with complaints processes at times when their capacity is limited. The complex steps, information requirements, and communication methods can be particularly difficult for people managing health issues, caring responsibilities, or other pressures.

Other points around this included:

• repeating information across stages or organisations can be demanding
• digital routes are not suitable for everyone
• unpaid carers described difficulties in engaging with complaints alongside ongoing caring responsibilities and time pressures
• many people rely on advocacy or support to navigate processes

Here are some of the things people said during our discussions:

“When you are already a carer you don’t have the time.”

How we will use this

We have heard there is a need for simpler processes that are easier for people to access and navigate. We will explore a range of options that improve accessibility and reflect people’s circumstances.