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Category : Adult care services > Charging

Decision : Upheld

Decision date : 22 Mar 2017


A family complain the council did not give them the option to choose a care home which did not require a 'top-up fee' when it arranged their relative's care.

The complaint

The family complains Dudley Metropolitan Borough Council refused to offer financial assistance towards the top-up fees for the relative's residential care.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice caused, the council should:

  • apologise to the family
  • refund the top-up fees paid to date (£4,628)
  • review its procedures; and
  • review cases managed within the Trust’s mental health services to see if there are others similarly affected.

The council has accepted our recommendations.


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