If you want to challenge a decision about problems around your care needs assessment or paying for your care, find out your rights and what to do.

If you want to challenge a decision about problems around your care needs assessment or paying for your care, find out your rights and what to do.
You can complain if:
Your local council, or HSCNI, has a legal duty to give you a written explanation of their decision.
Take time to read it. If you think it’s unfair, you can ask for your case to be reassessed.
There might simply have been a failure in communication or a misunderstanding that can be easily fixed.
There are strict rules about when and how much you should pay towards long-term care. Although local councils might have more generous arrangements than the government guidelines.
Still, if you think your assets or income have been overvalued or something’s been included wrongly, and you’re being asked to pay for more than you should, you can ask for your case to be reviewed.
For support and free advice on care, contact:
You can also book an appointment to speak to an adviserOpens in a new window on Care Rights UK.
Contact the social care services at your local council, or HSCNI, and ask about advocacy service. Advocacy services are usually free. An advocate can be someone who:
Find out more about advocates and how to get one in:
If you disagree with a decision made by your local council, or HSCNI, find out how to challenge them.
Firstly, try to resolve the problem you’re having by having an informal conversation about it with your local council, or HSCNI, if they fund or arrange your care.
If your care is provided by an independent agency funded by the council, or HSCNI, speak to them as they’re responsible for ensuring you receive appropriate care.
If you’re still not happy, see below for next steps.
The details of the complaints procedure will be on their website. It’s also worth looking at their eligibility criteria for long-term care services, and their charging policy.
If you’re not happy with the response you get, you can take your complaint to the relevant local government Ombudsman or get legal advice. Two in three complaints that reach the Ombudsman are successful.
It’s important not to withhold payment for a care product without first knowing your rights and responsibilities.
When you buy something, the law gives you certain rights that protect you if it’s faulty or not fit for purpose. This includes equipment or aids to help with mobility or daily tasks.
If you’ve bought a financial product to pay for your care and you’re not satisfied, find out the company’s complaints procedure. Then launch an official complaint with them.
Firms regulated by the Financial Conduct Authority (FCA) are legally obliged to have oneOpens in a new window. Find out more on FCA.
If you’re not happy with the result, contact the Financial Ombudsman ServiceOpens in a new window to complain.
If the Financial Ombudsman Service has considered your complaint and you’re still unhappy, you can take the matter to court.
Be aware that in most cases the court is likely to agree with the Financial Ombudsman Service’s decision. And it could be a long and expensive process.