Summary: Mrs B complained that the Council, when arranging care for her mother, Mrs C, in a care home in January 2020, failed to explain or follow its duties under the Care Act regarding the payment of the fees.
The Ombusman upheld the complaint and found fault causing injustice.
To remedy the injustice caused, we recommend the Council:
- provides a further formal apology in writing to Mrs B;
- pays £600 to Mrs B in recognition of the time, trouble and distress she has experienced; and
- completes the changes to its payment processes in line with our previous recommendations as a matter of urgency and reports back to us once it has done so.