Complaints relating to NHS bodies are to be dealt with in accordance with the Principal Regulations, as amended by the 2006 Regulations. Complaints relating to local authorities are to be dealt with by them, under the Social Services Complaints Regulations. NHS bodies have no ability to deal with complaints under the Social Services Regulations, likewise, local authorities are unable to deal with complaints under the Principal Regulations.

Where complaints are about both NHS and Local Authority Services, the amended regulations provides that, where the complainant so wishes, the organisations involved must co-operate to deal with the part of the complaint that relates to them and provide a co-ordinated response to the complaint.

This can be

• when a complaint is about the services of both the NHS and Local Authority, or
• about a jointly managed service, under a “partnership agreement”

and both complaints systems apply.

NHS Complaints which also include Local Authorities

Commission for Social Care Inspection (CSCI)

Complaints about NHS and Social Care Partnership Agreements

Example of a Joint Complaints Procedure