Nellie Supports · NHS Continuing Healthcare
CHC Ombudsman Referral Support
Make the concerns about your CHC process clear, dated and evidenced. We review the complaint history, organise the records and prepare a referral to the Public Service Ombudsman, formerly the Parliamentary and Health Service Ombudsman. £6,660 including VAT for new cases; £3,000 including VAT for eligible existing cases. The Ombudsman decides whether to investigate and cannot determine CHC eligibility itself. Travel is charged separately.
Service overview
Make the concerns about your CHC process clear, dated and evidenced. We review the complaint history, organise the records and prepare a referral to the Public Service Ombudsman, formerly the Parliamentary and Health Service Ombudsman. £6,660 including VAT for new cases; £3,000 including VAT for eligible existing cases. The Ombudsman decides whether to investigate and cannot determine CHC eligibility itself. Travel is charged separately.
All travel is charged separately at £48 per hour including VAT (£40 excluding VAT). The travel cost and any additional work are confirmed in your written quotation before booking.
Support preparing an evidenced CHC complaint to the Public Service Ombudsman.
New cases: £6,660 including VAT
Complaint received: Tell us the date
Cover throughout the country: England
Registered professionals: Social work led
At a glance
Role
Preparing a complaint within the Public Service Ombudsman's remit.
Framework
National Framework for NHS CHC; NHS complaints and independent review routes; Ombudsman requirements.
Format
Records review and written referral
Deliverable
A structured complaint, relevant evidence and a record of submission.
Coverage
England only. Wales has a separate Continuing NHS Healthcare framework.
Who are you arranging this for?
We agree how the person will be involved, who can instruct us and who should receive updates.
I am supporting a family member
You have someone to explain the process, organise the relevant evidence and help you put the person's needs into words. The work and fee are agreed before we start.
I am instructing as a professional
We agree the instruction, authority to act, evidence required, reporting arrangements and timetable with you. Written work links each point to its source.
What an Ombudsman referral is
Nellie Supports is an independent social work practice. Our NHS Continuing Healthcare support helps families and professionals in England explain care needs and present relevant evidence.
What an Ombudsman referral is
A supported account of what went wrong, the effect on the person and what you are asking the Ombudsman to consider.
For an eligibility dispute, the Ombudsman normally expects the NHS independent review route to have been used. Other concerns, such as a negative Checklist or package complaint, follow the relevant NHS complaints route first.
We organise the chronology and evidence, explain the alleged fault and injustice, and prepare the referral for your agreement.
When a referral is the right route
This service may fit when the appropriate NHS route has not addressed a specific concern about how the case was handled. A different opinion on eligibility alone does not establish a fault.
The Ombudsman can investigate and recommend action, such as an explanation or reconsideration. It cannot decide CHC eligibility or make the NHS change its decision.
The IRP has been exhausted
You remain concerned that the independent review process was unreasonable or unfair.
The process was mishandled
Delay, lost evidence, missed meetings or decisions taken without the framework.
Evidence was ignored
Material provided to the ICB never reached the decision maker.
Timescales were breached
You need to explain a material delay and its effect, alongside the correspondence raising it.
The person was excluded
The person or their representative was not given an appropriate opportunity to participate.
A professional is advising
A solicitor or deputy needs the referral prepared to the right standard.
The Ombudsman does not re-score the assessment
The complaint identifies a specific fault in how the decision was reached and the injustice that followed. The Ombudsman does not substitute its own clinical judgement on eligibility.
What the Ombudsman can investigate
The Public Service Ombudsman investigates complaints about the NHS in England. Its name changed from the Parliamentary and Health Service Ombudsman in October 2026; its role remains the same.
We explain what should have happened, what the records show and the effect on the person. The Ombudsman decides whether the complaint falls within its remit and warrants investigation.
Public Service Ombudsman complaint requirements; National Framework for NHS Continuing Healthcare and NHS-funded Nursing Care; the relevant NHS complaints and independent review process.
Read the supporting guidance
What should have happened
The steps the National Framework and the ICB's own process required, in the order they should have been taken.
What actually happened
The chronology from the records and correspondence, with the delays, omissions and departures from process identified.
The injustice that followed
What the failure cost the person and the family, in delay, distress, money or a decision made on incomplete evidence.
What the Ombudsman can do about it
It can recommend an explanation, apology, reconsideration or other appropriate remedy. It does not decide CHC eligibility or award funding itself.
Our support process
Initial enquiry and triage
Tell us the concern, when you became aware of it and which NHS routes you have used. Send the final responses and any stated deadline.
Scope and fee
We confirm the scope, total fee including VAT, payment stages and any additional costs in writing before you instruct us. Further work is agreed before it starts.
A clear chronology
We build a dated account of the alleged fault, the relevant process requirements and the effect on the person, supported by records.
Drafting and submission
The referral is drafted in the structure the Ombudsman works to, with the evidence organised and cross-referenced, and agreed with you before it is sent.
After the referral
We explain the initial response and next step. Your written scope confirms what contact or follow-up after submission is included.
What we look at
The referral is built from the paper trail, in date order.
The full decision history
Checklist, DST, decision, local resolution and IRP outcome.
Correspondence and timelines
What was asked, what was answered and when.
Framework requirements
What the process should have done at each point.
Evidence submitted
What was provided to the ICB, and whether it was considered.
The injustice caused
The practical consequence for the person and the family.
Remedy sought
What outcome the referral is actually asking for.
What you receive
Support is practical and evidence led. You receive:
A clear chronology of what went wrong, mapped to the National Framework
A structured referral drafted for the Ombudsman's process
An organised, cross-referenced evidence bundle
A written summary of the submission and what follows
Two prices, depending on whether we already have your case
New case work depends on the decision history, records and relevant earlier assessment or review work. The existing case price applies only where the required earlier work is suitable.
Already working with us
- The full decision history reviewed
- The chronology of what should have happened against what did
- The referral prepared and submitted to the Ombudsman
- The evidence, reasons and limitations explained
£3,000 including VAT
New to Nellie Supports
- Assessment evidence required for this new case, as specified in the scope
- Relevant case review and complaint history analysis
- Earlier work carried forward without duplicating the same task
- The chronology, complaint drafting and submission agreed in the scope
£6,660 including VAT
Fees
£3,000 including VAT
£6,660 including VAT for new cases; £3,000 including VAT for eligible existing cases. We confirm the review work, referral and follow-up included. You can complain yourself free of charge; the Ombudsman does not usually recommend reimbursement of representative fees.
Fee confirmed in writing
The total fee including VAT, scope and any additional attendance costs are agreed before instruction.
The chronology built properly
What should have happened, what happened, and the injustice caused.
A referral that can be acted on
A focused complaint explaining the alleged fault, injustice and action sought.
Evidence and reasons explained
The written work identifies the records used, the reasons for our view and any gaps that could affect it.
How an Ombudsman referral works in practice
A family has completed the relevant NHS route but believes material evidence and complaints about participation were not addressed.
In this example, we would organise the correspondence, identify the specific alleged failures and explain their effect in a supported chronology.
The Ombudsman would decide whether to investigate. The referral would give a clear basis for considering the concerns without promising a remedy.
An independent assessment can be relevant evidence, but it is not required to complain. The important link is between the alleged fault, the supporting records and the injustice described.
Illustrative example only. This does not describe a client or predict an NHS or Ombudsman decision.
For solicitors, deputies, care providers and advisers
We agree a clear instruction and reporting arrangements before starting work.
Scope confirmed in writing
The stage, the fee and the timescale are confirmed in writing before instruction.
Evidence in the language of the framework
Needs are described against the twelve care domains and the four key characteristics, not in general terms.
Evidence and reasons explained
The written work identifies the records used, the reasons for our view and any gaps that could affect it.
A reasoned next step
We explain where the evidence does not support further work and what other route may be relevant.
Why choose Nellie Supports for an Ombudsman referral
We turn a long complaint history into a focused account of the issue, the evidence and the action requested.
For families
You have someone to explain the process, organise the relevant evidence and help you put the person's needs into words. The work and fee are agreed before we start.
For professionals
We agree the instruction, authority to act, evidence required, reporting arrangements and timetable with you. Written work links each point to its source.
Why families and professionals choose Nellie Supports
Independent social work support
Our social work approach connects the person's everyday needs with the evidence and questions relevant to the CHC stage.
The right argument for the right forum
The referral addresses the Ombudsman's remit and the alleged process fault, rather than simply repeating disagreement with eligibility.
Fees including VAT
Your scope and total fee including VAT are confirmed before instruction. Additional work is agreed before it starts.
Written work you can follow
The written work identifies the records used, the reasons for our view and any gaps that could affect it.
Frequently Asked Questions About the Ombudsman Referral
What can the Ombudsman actually do?
It can investigate a specific fault in the NHS process and recommend action to put an injustice right. It cannot decide CHC eligibility or make the NHS change its decision. Whether it investigates and what it recommends depend on the complaint.
When is the right time to refer?
Normally after the appropriate NHS route. Eligibility disputes usually require independent review first; other complaints follow the NHS complaints process. The Ombudsman normally expects complaints within a year of awareness, so check its current requirements promptly.
Is this an appeal about funding?
It is a complaint about how the case was handled, within the Ombudsman's remit. After independent review, the concern must explain how that process was unreasonable or unfair, rather than simply ask for the eligibility decision to be repeated.
What does the fee include?
The agreed fee covers the specified review work, chronology, referral drafting, evidence organisation and submission. Follow-up, additional records work and any attendance are confirmed in writing before instruction.
Is this legal advice?
No. Nellie Supports provides independent social work assessment, evidence and advocacy support in England. We do not provide regulated legal advice. We explain when a solicitor's advice is needed.
Related NHS Continuing Healthcare guides
Challenging a CHC decision
The stages of challenge and what makes an appeal persuasive.
The NHS Continuing Healthcare process explained
A plain English guide to the Checklist, the Decision Support Tool, the MDT and the ICB decision.
CHC eligibility and primary health need
What a primary health need is and how the four key characteristics are judged.
Other CHC support stages
If your situation is at a different stage, our team supports the full NHS Continuing Healthcare pathway.
NHS Independent Review Panel
Application and representation at the NHS England panel, one merged stage.
CHC Appeal Support: Local Resolution
Written submission and representation at local resolution with the Integrated Care Board, the first stage of a CHC appeal. The Independent Review Panel is a separate service.
Independent Social Care Needs Assessment & Care Plan
Our independent needs assessment and care plan underpin Nellie's casework and are included where specified in the new client package. They are not a requirement for accessing NHS assessment.
Nellie Supports provides independent social work assessment, evidence and advocacy support in England. We do not provide regulated legal advice. We explain when a solicitor's advice is needed.
The process itself went wrong?
Tell us what went wrong, when you became aware of it and which NHS responses you have received. We will confirm whether referral support fits, its scope and the fee in writing.
Tell us about any urgent date at first contact so we can confirm whether the required timetable can be met.
When a referral is the right route
Maladministration and the resulting injustice
Evidence for the complaint
For more, read our guide: The Ombudsman and CHC complaints
Also see: Challenging a CHC decision
£3,000 including VAT
The agreed scope and total fee including VAT are confirmed before work begins. We take no percentage of any funding or repayment. Additional work is agreed separately.
£6,660 including VAT
The new case package identifies the assessment and review work needed to understand the evidence before presenting it. We confirm what can be carried forward and what further work is required.
Application and representation at the Independent Review Panel, handled as one merged stage.
Our independent needs assessment and care plan underpin Nellie's casework and are included where specified in the new client package. They are not a requirement for accessing NHS assessment.
The process itself went wrong?
Practice leadership: Ben Slater, Founder and Managing Director, Nellie Supports. Read our editorial policy.