People from black and minority ethnic (BME) groups report lower levels of satisfaction than white British people in social care service user experience surveys. This project explored the reasons for these differences through in-depth research with Pakistani, Bangladeshi and white British populations who receive personal social care services at home. The research looked at people’s experiences of receiving care as well as their understanding of questions in satisfaction surveys. The overall conclusion is is that lower levels of satisfaction among Bangladeshi and Pakistani service users than among white British service users result from barriers to access, provision which is not appropriate, or which is culturally adapted but in such a way that it does not reflect the preferences of service users and their families. The key recommendation flowing from this is that when providing care to a culturally diverse population, a person-centred approach is needed, based on an understanding of people’s cultural, linguistic and religious background without making assumptions.