Complaints procedure

How to complain or give other feedback about the Office of the Public Guardian.

Your feedback is important to us

The Office of the Public Guardian (OPG) is committed to providing a high-quality service to everyone we deal with.

To do that, we need you to give us any comments you have about our service, to tell us when we get things wrong and when we get things right.

How we deal with your complaint

OPG will investigate your complaint in confidence and respond within 10 working days.

If we can’t give you a full answer after 10 days, we’ll tell you when you can expect a response. We will keep you updated.

Complaints we can’t handle

Court of Protection

If you want to complain about how the Court of Protection (CoP) has handled your case, you must contact the court.

The CoP and OPG are different organisations. The CoP appoints deputies; OPG supervises deputies once they have been appointed.

OPG can deal with complaints only about its supervision of deputies, not about the CoP’s decisions or processes.

We can’t deal with complaints about legal advice or services. The Solicitors Regulation Authority may be able to help you.

Report a concern about an attorney or deputy

Contact OPG if you’re concerned about the actions of an attorney or a deputy.

Level of supervision (deputies)

If you are unhappy with your level of supervision, you can ask for a review. Follow the instructions on the letter we sent you about your supervision level.

How to complain

Tell us about your complaint by calling, emailing or writing.

Phone: 0300 456 0300

Email: opgcomplaints@publicguardian.gsi.gov.uk

Office of the Public Guardian
PO Box 16185
Birmingham
B2 2WH
Fax : 0870 739 5780

If you’re not satisfied

If you are not happy with what we tell you, you can write to OPG’s chief executive. The chief executive will look at how your complaint was handled and the outcome.

If you’re not satisfied with the chief executive’s response, contact your MP to refer the complaint to the Parliamentary and Health Service Ombudsman.

You must go through all these steps in OPG’s complaints procedure before your complaint can be referred to the ombudsman.

Positive feedback

Understanding what we have done well is just as important as understanding those things we may have done not so well.

Your positive feedback helps us to provide the best possible service to all our customers.

If you found one of our services particularly helpful, supportive or professional, you can let us know by calling, emailing or writing.

Telephone: 0300 456 0300

Email: opgfeedback@publicguardian.gsi.gov.uk

Office of the Public Guardian
PO Box 16185
Birmingham
B2 2WH
Fax : 0870 739 5780