Summary: We will not investigate Mrs X’s complaint about adult social care charges. Her complaint is late and we have seen no good reason why she could not have complained to us sooner.

The complaint

1. Mrs X complains the Council did not initially tell her she would incur fees for care services for her late husband, Mr X.
2. She said the Council told her she could cancel the care services any time, but it did not explain a cancellation fee would apply if she decided to cancel early.

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The Ombudsman’s role and powers

3. 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

4. I considered information provided by Mrs X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. We will not investigate Mrs X’s complaint because it is late. We have seen no good reason why she could not have complained to us sooner.
7. The information available shows Mrs X became aware of the care fees and cancellation charges by September 2024. Mrs X complained to us in October 2025.

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Final decision

8. We will not investigate Mr X’s complaint because it is late and we have seen no good reason why she could not have complained to us sooner.

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Investigator's decision on behalf of the Ombudsman