Escalation routes & ready-made templates

When a CHC checklist or Decision Support Tool has been done but no clear decision has arrived.

Subject: CHC decision outstanding — [Initials], NHS number [number]

Dear [Name / CHC Team],

I am writing about [Initials], NHS number [number], date of birth [DOB].

The [checklist / Decision Support Tool] was completed on [date]. I have not yet received a written decision or an explanation of the delay.

Please can you confirm in writing:
1. The date the decision was or will be made.
2. Who is the responsible decision-maker.
3. What information, if any, you are still waiting for from me.
4. What interim funding or support is in place while the decision is outstanding.

I would be grateful for a reply within 10 working days. If that is not possible, please tell me when I can expect one.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

First-stage local resolution before asking NHS England for an Independent Review.

Subject: Request for local resolution — CHC eligibility decision for [Initials]

Dear [Name],

I am writing to ask for local resolution of the Continuing Healthcare decision dated [date] for [Initials], NHS number [number].

I disagree with the decision for the following reasons:
- [Domain / need], because [what actually happens day to day].
- [Domain / need], because [frequency, unpredictability, intensity].
- The evidence from [who — GP, epilepsy nurse, care staff] does not appear to have been considered.

I am not asking you to take my word for it. I am asking that the following evidence is looked at again: [list documents and dates].

Please confirm within 20 working days:
1. Whether the decision will be reviewed locally.
2. Who will carry out the review.
3. How I can ask NHS England for an Independent Review Panel if local resolution does not resolve it.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

When a Care Act assessment, review or care plan has been promised but not delivered.

Subject: Outstanding assessment — [Initials], reference [number]

Dear [Name],

I am writing about [Initials], reference [number].

On [date] I was told that [the assessment / the care plan / the review] would be completed by [date]. It is now [today's date] and I have not received it.

The practical effect of the delay is: [what is actually happening — unmet need, family covering care, risk].

Please confirm in writing:
1. The new date the work will be completed.
2. Who is responsible for it.
3. What interim support is available in the meantime.
4. Whether an advocate can be arranged under section 67 of the Care Act 2014.

I would be grateful for a reply within 10 working days.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

Stage 1 statutory adult social care complaint before the Ombudsman.

Subject: Formal complaint — adult social care — [Initials], reference [number]

Dear Complaints Manager,

I wish to make a formal complaint under the adult social care complaints procedure.

Person concerned: [Initials], reference [number]
My relationship: [relationship]

What happened, in date order:
- [Date] — [fact].
- [Date] — [fact].
- [Date] — [fact].

Why I am complaining:
1. [Concern], because [what should have happened].
2. [Concern], because [what should have happened].

The effect on [Initials] and our family has been: [impact].

What I would like to put it right:
1. [Specific, achievable outcome].
2. [Specific, achievable outcome].

Please acknowledge within 3 working days and tell me who will investigate and by when. If I am not satisfied with the outcome, I understand I may take the complaint to the Local Government and Social Care Ombudsman.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

When a section 42 enquiry has been raised and you have heard nothing.

Subject: Safeguarding enquiry update requested — [Initials]

Dear Safeguarding Team,

A safeguarding concern about [Initials] was raised on [date] by [who].

Please can you tell me:
1. Whether a section 42 enquiry has been opened.
2. Who is the enquiry lead.
3. What protective steps are currently in place.
4. When I will next be updated, and how.

I understand you may not be able to share everything. I am asking for the information you can properly share, so that I know [Initials] is safe.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

First written step with a home, supported living service or landlord.

Subject: Concern about care and support — [Initials]

Dear [Registered Manager],

I am writing about [Initials], who has lived at [service] since [date].

My concerns are:
- [Date] — [what happened, factually].
- [Date] — [what happened, factually].

I am not making an accusation. I am asking for these points to be looked at, and for the following:
1. A written response setting out what happened.
2. Confirmation of any changes to the care or support plan.
3. A meeting with [Initials] present, if they wish to be there.

Please confirm receipt and tell me who will respond and by when. If this cannot be resolved, I will raise it with the local authority and, if appropriate, the regulator.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]

After the organisation's own complaints process has finished, or 12 weeks have passed.

Subject: Referral of complaint — [Initials] — [organisation]

Dear Sir or Madam,

I am referring a complaint about [organisation] concerning [Initials].

Local complaints process:
- Complaint made on [date], reference [number].
- Final response received on [date] / no response received after [weeks] weeks.

Summary of the complaint:
[Three or four sentences, facts only.]

Why I remain dissatisfied:
1. [Point].
2. [Point].

Injustice caused:
[What has happened to the person and family as a result.]

Remedy sought:
1. [Outcome].
2. [Outcome].

I enclose: the original complaint, the final response, and a short chronology of key dates.

Kind regards,
[Your name]
[Relationship to the person, e.g. mother / brother / attorney / deputy]
[Contact number] · [Email address]