Summary: We will not investigate this complaint that the Care Provider failed to repay an overpayment it owed Mrs Z. The Provider repaid the money during our investigation. Further investigation would achieve nothing worthwhile.

The complaint

1. Ms X complains the Care Provider failed to repay money it owed Mrs Z.

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The Ombudsman’s role and powers

2. 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 no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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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My assessment

5. During our investigation, the Care Provider refunded the money Mrs Z had overpaid. Therefore, we will not investigate further because there is no worthwhile outcome achievable.

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Final decision

6. We will not investigate Ms X’s complaint because there is no worthwhile outcome achievable by our investigation.

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Investigator's decision on behalf of the Ombudsman