Summary: We will not investigate this complaint about care home fees. This is because we should not investigate late complaints. The fees cover a period in 2018-19. There is no good reason why Mrs X did not complain to us sooner.

The complaint

1. Mrs X complained the care provider overcharged her late mother for her care homes fees between April 2018 and August 2019.

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The Ombudsman’s role and powers

2. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a care provider has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the care provider.
4. I considered the Ombudsman’s Assessment Code.

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Final decision

5. We will not investigate Mrs X’s complaint as it is late. Mrs X was aware of the issue in 2019 and could have complained to us sooner.

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Investigator's decision on behalf of the Ombudsman