How Do I File a Complaint Against a Care Facility?
Read this in: Español
If something is wrong at a nursing home or assisted living facility, you have the right to complain. The facility cannot punish you or discharge a resident for making a complaint.
If you plan to contact an attorney about the situation that occurred, you may want to wait to file a complaint until after you speak to the attorney. An attorney can assist you with filing the complaint or have specific suggestions on what should be included.
Who you report to depends on what kind of facility it is. Not sure if it's a nursing home or an assisted living facility? You can use the DSS Assisted Living Facility Search to check.
How do I complain about a nursing home?
Nursing home complaints go to the Virginia Department of Health (VDH) Office of Licensure and Certification.
Online
File through the APS Online Report Form.
By phone
Toll free: 800-955-1819 | Richmond area: 804-367-2106
When you call, have ready:
- Your name, phone number, and address (for anonymous reports, you must file in writing)
- The name and address of the facility
- A detailed description of your concerns
Calls after business hours, on weekends, or on holidays are returned the next business day.
By mail
Send a letter that includes the name and address of the facility and a detailed description of your concerns. You can send anonymously or include your name, phone number, and address.
VDH Office of Licensure and Certification
ATTN: Complaint Unit
9960 Mayland Drive, Suite 401
Henrico, VA 23233-1463
How do I complain about an assisted living facility (ALF)?
ALF complaints go to the Virginia Department of Social Services (DSS).
Can the facility punish me or my loved one for complaining?
No. The law prohibits retaliation and discharge for filing a complaint. However, it does sometimes happen anyway.
If you believe the facility is retaliating or trying to discharge someone because of a complaint:
- Contact the Long-Term Care Ombudsman right away. The Long-Term Care Ombudsman is a free advocate who can help you navigate this process.
- File an appeal if a discharge notice has been issued. Do this before the deadline.
- File a licensure complaint using the process above.
What if the problem involves abuse or neglect?
If the complaint involves suspected abuse, neglect, or exploitation, you should also contact APS, even if the person is in a facility. You can contact both the Ombudsman and APS.
APS Hotline: 888-832-3858. Available 24 hours a day.
Read more: How to Report Abuse or Neglect of a Vulnerable Adult in Virginia