How to complain
You should complain in writing to your council's Director of Social Work or Director of Social Care. The complaint should be investigated by someone other than the person who made the original decision.
You should get a written reply within 28 days.
If you're not satisfied by the response from the council
If you're not satisfied with the answer you get, you have the right of appeal to a Complaint Review Committee.
The review committee must contain at least one independent member. It can make recommendations to the Social Work Committee. However, your council's social care department don't have to comply.
If you're not satisfied by the outcome of the appeal
If you're not satisfied by the outcome of the Complaint Review Committee, ask the Scottish Public Services Ombudsman (SPSO) to review the case.
It can consider how the council dealt with the case, including at the Complaint Review Committee stage, and make recommendations.
SPSO can't be used to appeal a Complaint Review Committee decision.
All the previous routes should be followed first. If you're still not satisfied, you can seek a judicial review. You can petition the Court of Session in Edinburgh.
The petition can't be made just because the decision is disagreed with. Grounds must be supplied that the decision is unlawful.
Order to carry out statutory duties
Application for an order from the Court of Session can be made without attempting any other route first.
It's only available if the council has failed to carry out a clear statutory duty. A court can impose an order on the council, forcing it to comply. It could also impose fines or imprisonment.
Find out more about complaints and feedback.
The payment of care home fees is a complex subject and depends on many things which are unique to you.
If you want detailed information or personal advice, ask an experienced independent adviser like:
Silver Line Scotland - phone 0800 4 70 80 90, 24 hours a day, every day of the year
Citizens Advice Scotland - phone 0808 800 9060, 9am to 8pm Monday to Friday, or 10am to 2pm on a Saturday
Age Scotland - its fact sheets have information on paying for care homes
The information was last updated on: 12th May 2015