Help to record your concerns and prepare a care complaint

When you are worried about your own care or the care of someone close to you, it can be difficult to know where to start. Remembering dates, finding messages and explaining what needs to change can feel overwhelming.

These two free, downloadable guides help you take things one step at a time. You do not need to use formal language or have every answer. Start with what you know, and ask someone you trust to help if you would find that useful.

Writing down your concerns

Your free care evidence record

This free, fillable PDF helps you keep your care concerns together in one place. It provides space to record what happened, when it happened, how it affected you or your relative, and any conversations or actions agreed with the care service. You can also list relevant emails, letters, photographs and other documents, keeping the original files separately. Use it as concerns arise, whether or not you have decided to make a formal complaint.Use this document to keep a clear record of what has happened, how it affected the person receiving care and what you have done to raise your concerns.

It provides space to record:

  • Events, dates and the information you have received.

  • The effect on your relative or on you.

  • Conversations with the care service and any actions agreed.

  • Useful emails, letters, photographs or other supporting information.

  • Questions and next steps that remain outstanding.

You can begin using it as concerns arise, even if you have not decided whether to make a formal complaint. Supporting files are kept separately; the document helps you record where they are and which concern they relate to.

Download your care evidence record

Bringing your complaint together

Preparing your care complaint

When you are ready to put your concerns into a complaint, this document helps you decide what to include and how to explain it clearly.

This free, fillable PDF helps you turn your concerns and supporting information into a clear complaint. It guides you through choosing the main points, explaining their impact, identifying the questions you want answered and setting out what you would like to change. Planning pages lead into a two-page complaint draft, followed by a checklist to help you review the details, protect private information and check the recipient before sending.

It guides you through:

  • Checking who should receive your complaint.

  • Bringing together the main events and their impact.

  • Choosing relevant supporting information.

  • Explaining the questions you want answered and the changes you would like.

  • Preparing a two-page complaint draft.

  • Checking your complaint before sending it.

The planning pages are for your own use. You can copy your chosen points into the final draft, then use that wording in an email or letter. Information does not transfer automatically between the sections.

Download the complaint preparation guide

How to complete the documents

Download the PDF and open it in a PDF reader that supports fillable forms, such as Adobe Acrobat Reader. You can type into the shaded boxes or print the document and complete it by hand.

Save your completed copy, then reopen it to check that your entries have been retained. Short notes are fine. Leave a box blank or write “not sure” where needed, and use another copy or a separate page if you need more space.

Keep your information private

The PDFs are not password-protected or encrypted. Anyone who can open a completed file can read it, so keep your copy on a private, protected device and check whether it is being saved to shared or cloud storage.

Nothing you enter is automatically sent to Laver Accord, the care service or any other organisation. Include only relevant personal information, consider the wishes of the person receiving care and check any permission needed before sharing information on their behalf.

Before sending sensitive documents to Laver Accord, contact us to agree a secure way to share them.

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If someone needs urgent help

Do not wait to complete these documents if someone is in immediate danger—call 999.

If you suspect abuse or neglect, contact the relevant council’s safeguarding team. Completing these documents does not report a concern or submit a complaint.

Laver Accord is not an emergency or crisis service. These resources provide practical guidance and do not replace legal advice.

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Independent support with your complaint

Laver Accord can help you understand the appropriate route, organise your concerns, prepare a clear complaint, review the response and consider practical next steps. Support can include reviewing documents and helping you prepare for discussions with care providers and other professionals.

Your first 45-minute consultation is free. If further support would be helpful, we will explain the proposed work and bespoke fees before you decide whether to proceed.

Ombudsman services are free. Free NHS complaints advocacy is also available; your local Healthwatch can help you find it. You do not need to pay for support to make a complaint.

Find out about our care complaints support

Request your free consultation

Please avoid including sensitive personal or medical information in your initial online enquiry. We can agree an appropriate way to share further details.

Laver Accord — Bridging gaps. Building Better care.

This guide covers adult care complaints in England and provides general information, rather than legal advice. Routes may vary with the circumstances. Information checked: 13 October 2026.



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