Stratford Bentley Ltd (25 010 015)
Category : Adult care services > Charging
Decision : Closed after initial enquiries
Decision date : 22 Sep 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about an increase of care fees. There is not enough evidence of fault in the Care Provider’s decision to justify our involvement.
The complaint
- Mrs X complained the Care Provider increased care fees for Mrs Y.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating (Local Government Act 1974, section 24A(6), section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Care Provider.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mrs Y lives in the care provider’s care home. Mrs X has power of attorney for Mrs Y.
- In 2022 Mrs X said the care provider agreed to no longer increase care fees for Mrs Y. The care home wrote to Mrs X in June 2025 advising of an increase in fees. Mrs X complained to the Care Provider about the fee increase.
- The Care Provider said it did not agree to suspend fee increases in 2022. Due to increasing costs in its care provision, it told Mrs X it needed to increase Mrs Y’s fees.
- The Care Provider told us the fee increase applied to all privately funded residents. It gave Mrs X sufficient time to consider the fee increase and decide if Mrs Y would continue with its service. This is in line with statutory guidance.
- I acknowledge Mrs X does not agree with the decision to increase Mrs Y’s fees. However, we will not investigate Mrs X’s complaint as there is not enough evidence of fault in the Care Provider’s decision to justify our involvement.
Final decision
- We will not investigate Mrs X’s complaint because there is not enough evidence of fault in the Care Provider’s decision to justify our involvement.
Investigator's decision on behalf of the Ombudsman