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Solihull Metropolitan Borough Council (14 014 177)

Category : Adult care services > Charging

Decision : Upheld

Decision date : 11 Jan 2016

Summary

Complaint from a woman that the council was wrong to charge a third party top up when her father moved into a nursing home in 2007. This resulted in her paying a top up of £38 a week for more than three years.

The complaint

Complaint from a woman that the council was wrong to charge a third party top up when her father moved into a nursing home in 2007. This resulted in her paying a top up of £38 a week for more than three years.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

To remedy the injustice caused, the council should (within four weeks of the date of the report):

  • write to the woman to apologise for its failings;
  • refund the top ups the woman paid; and
  • pay her £300 for her time and trouble.

Ombudsman satisfied with council's response - 11 April 2016

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