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Decision reason: Closed after initial enquiries Not upheld Upheld

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NHS Bath and North East Somerset, Swindon and Wiltshire ICB (24 005 840a)

Statement Not upheld Hospital acute services 30-Jun-2025

Summary: Mr X complains about the lack of information he received when his father was discharged from hospital. We found fault by the Council and the NHS organisation responsible for coordinating hospital discharges with their communication. This led to a loss of opportunity for Mr X to make informed decisions about his father’s care. The organisations have agreed to apologise to Mr X and pay a financial payment in recognition of the loss of opportunity and distress, and make service improvements.
Salisbury NHS Foundation Trust (24 005 840b)

Statement Closed after initial enquiries Hospital acute services 30-Jun-2025

Summary: Mr X complains about the lack of information he received when his father was discharged from hospital. We found fault by the Council and the NHS organisation responsible for coordinating hospital discharges with their communication. This led to a loss of opportunity for Mr X to make informed decisions about his father’s care. The organisations have agreed to apologise to Mr X and pay a financial payment in recognition of the loss of opportunity and distress, and make service improvements.
Wiltshire Health and Care (24 005 840c)

Statement Upheld Hospital acute services 30-Jun-2025

Summary: Mr X complains about the lack of information he received when his father was discharged from hospital. We found fault by the Council and the NHS organisation responsible for coordinating hospital discharges with their communication. This led to a loss of opportunity for Mr X to make informed decisions about his father’s care. The organisations have agreed to apologise to Mr X and pay a financial payment in recognition of the loss of opportunity and distress, and make service improvements.
Derbyshire County Council (24 009 522)

Statement Upheld Special educational needs 30-Jun-2025

Summary: Miss B complained about the Council’s handling of her child, Y’s, annual review and personal budget. We find the Council at fault for delays in the annual review process and for failing to review the personal budget at the agreed time. This caused Y and Miss B distress, frustration and uncertainty. The Council has agreed to apologise, make a symbolic payment to Miss B and complete service improvements to remedy the injustice caused.
Dorset Council (24 010 003)

Statement Not upheld Charging 30-Jun-2025

Summary: Mrs X complains about problems related to her husband Mr X’s discharge from hospital to residential care. We have not found fault with Dorset Council or Agincare UK Weymouth. Dorset County Hospital NHS Foundation Trust (the Trust) acted with fault in the way it managed Mr X’s hospital discharge and communicated with Mrs X. We recommended the Trust apologised to Mrs X and paid her £250 in recognition of the avoidable uncertainty and frustration caused by its fault. We also recommended the Trust shared an anonymised version of this decision with staff for learning. The Trust accepted our recommendations, so we have completed our investigation.
Dorset County Hospital NHS Foundation Trust (24 010 003a)

Statement Upheld Hospital acute services 30-Jun-2025

Summary: Mrs X complains about problems related to her husband Mr X’s discharge from hospital to residential care. We have not found fault with Dorset Council or Agincare UK Weymouth. Dorset County Hospital NHS Foundation Trust (the Trust) acted with fault in the way it managed Mr X’s hospital discharge and communicated with Mrs X. We recommended the Trust apologised to Mrs X and paid her £250 in recognition of the avoidable uncertainty and frustration caused by its fault. We also recommended the Trust shared an anonymised version of this decision with staff for learning. The Trust accepted our recommendations, so we have completed our investigation.
Eastbourne Borough Council (24 012 621)

Statement Upheld Homelessness 30-Jun-2025

Summary: Miss X complained the Council failed to properly consider her housing application and failed to respond to her contacts appropriately. We found there was no fault in communication with Miss X, but the Council could not evidence that it had properly considered changes of circumstances Miss X raised with the Council and medical evidence she submitted. We recommended an apology, corrective action and a review of some of the Council’s procedures.
Suffolk County Council (24 013 185)

Statement Closed after initial enquiries Other 30-Jun-2025

Summary: We will not investigate Mrs X’s complaint the Council failed to communicate appropriately with her about her mother’s care and support. This is because there is insufficient evidence of fault.
City of Wolverhampton Council (24 013 271)

Statement Upheld Refuse and recycling 30-Jun-2025

Summary: Mrs X complained the Council failed to collect and/or return her garden bin on several occasions. While we find no fault in how the Council handled the missed bin collections, we do find fault in the way it managed her contact. However, this did not result in a significant injustice. We also find fault in the Council’s delay responding to her complaint, which caused her avoidable distress. We recommend the Council reviews the decision to restrict her contact.
Birmingham City Council (24 015 405)

Statement Not upheld Special educational needs 30-Jun-2025

Summary: Mr X complains on behalf of Ms Y that the Council failed to deal with Ms Y’s education properly, causing missed education provision and avoidable distress. The Council is not at fault.

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