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  • Gateshead Metropolitan Borough Council (23 006 504)

    Statement Not upheld Residential care 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • NHS North East & North Cumbria Integrated Care Board (23 006 504a)

    Statement Upheld Other 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • NHS North East & North Cumbria Integrated Care Board (23 006 504b)

    Statement Upheld Other 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • NHS North East & North Cumbria Integrated Care Board (23 006 504c)

    Statement Upheld Other 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • St. Albans Medical Group (23 006 504d)

    Statement Upheld General practice 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • St. Albans Medical Group (23 006 504e)

    Statement Upheld General practice 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • St. Albans Medical Group (23 006 504f)

    Statement Upheld General practice 27-Aug-2025

    Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

  • Somerset Council (24 005 647)

    Statement Upheld Special educational needs 27-Aug-2025

    Summary: Mrs X complained the Council failed to provide alternative provision for her son when he stopped attending school and was late to issue an amended Education, Health and Care Plan following an annual review in early 2024. We found the Council was at fault for the delay in implementing the medical tuition it had agreed to and the delay in issuing the final Plan. This caused Mrs X distress, uncertainty and likely meant that her son missed suitable education. The Council should pay Mrs X £300 to recognise the injustice she experienced and additional £1500 for the education her son likely lost.

  • Tewkesbury Borough Council (24 013 686)

    Statement Upheld Noise 27-Aug-2025

    Summary: Miss B complained the Council had failed to resolve a long-standing noise nuisance caused to her by a neighbouring landowner who keeps many dogs. We upheld the complaint, finding there was some unnecessary delay and poor communication in the Council’s response to Miss B’s reports. We found these faults caused injustice to Miss B in adding to the length of its investigation and avoidable distress. The Council accepted these findings. At the end of the statement, we set out actions agreed by the Council to remedy Miss B’s injustice. These include that it will apologise, make a symbolic payment to Miss B and agree a plan to include regular communication with her moving forward.

  • Surrey County Council (24 015 542)

    Statement Upheld Special educational needs 27-Aug-2025

    Summary: Ms X complained the Council delayed completing the annual review of her child Y’s Education, Health and Care Plan, removed special educational provision from the Plan and did not provide School A with enough funding. We found the Council was at fault for the delayed annual review. The Council has apologised and offered a symbolic payment which is an adequate remedy for the avoidable confusion and delay in appeal rights.

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