Summary: We will not investigate this complaint about the Council’s decision to charge for care it arranged for Mr X’s late mother in 2023. This is because the complaint is late.

The complaint

1. Mr X complains about the charges the Council says are owed for care his late mother received. He says the Council told him the care would be free. He says this has caused him distress.

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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 council 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 Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complains about charges for care his mother received prior to her death in 2023. He complained to the Council in August 2024 but did not receive a response until July 2025.
6. I will not investigate this complaint because it is late. Mr X could have complained sooner and there is no good reason to investigate now.

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Final decision

7. We will not investigate Mr X’s complaint because it is a late complaint, and it could have been raised sooner.

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Investigator's decision on behalf of the Ombudsman