Summary: Mrs A complains about London Borough of Barking and Dagenham (the Council) and Moreland House Care Home (the Care Home). She says there were errors in charging which meant her mother Mrs B paid more than she should have done.
The Ombudsman upheld the complaint and found fault found causing injustice.
We recommend the Care Home:
- pays Mrs A £250 to reflect her avoidable distress;
- stops entering into third-party top-up agreements where a council has arranged the placement; and
- removes references to third-party top-ups in its private contract.
Ombudsman satisfied with care home's response: 20 November 2019