Summary: We will not investigate this complaint about the charges made by the Care Provider. This is because there is not enough remaining injustice to justify our involvement.

The complaint

1. Ms Y complains the Care Provider incorrectly charged for her mother’s care package between May and September 2020 and failed to give clear information about its charging rates including hidden charges for the higher rate for shorter calls on the invoices.
2. Ms Y says this led to her mother being overcharged for her care. She also says she had to spend time trying to understand the invoices, which she could have spent with her mother.

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The Ombudsman’s role and powers

3. We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe the injustice is not significant enough to justify our involvement. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

4. I spoke to Ms Y and considered information provided by her and the care provider. Ms Y had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.

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What I found

5. Ms Y holds Power of Attorney for her mother and is responsible for her mother’s health, wellbeing, and financial matters. She complained in September 2020 to the Care Provider about charges it had made for care costs between May and September 2020. She also complained about unclear invoicing, which she said included hidden charges and that the costs had not been explained.
6. The Care Provider responded, admitting the charges were incorrect and apologising for the incorrect charges. It also agreed to issue a revised invoice for the correct level of charging. It further said it was looking into the problem to prevent the issue happening again to Ms Y or anyone else who was receiving care from it.

Analysis

7. Ms Y says she had to spend several hours going through the invoices and liaising between the Care Provider and third parties. She says this is time she could have spent with her mother. She also says she was mainly motivated to bring her complaint to us out of concern for others who may also be impacted.
8. The Care Provider’s response to the complaint has however largely remedied the injustice caused to Ms Y because of the problems with the invoicing and charges. It has also agreed to investigate the cause of the problem to prevent further problems for Ms Y and others. The remaining injustice is therefore limited, and not significant enough to justify our investigation.

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Final decision

9. We will not investigate this complaint. This is because there is not enough remaining injustice to justify our involvement.

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Investigator's decision on behalf of the Ombudsman