Summary: We will not investigate this complaint about the Council failing to provide Mrs X with a breakdown of care costs for the care her aunt received. This is because further investigation would not lead to a different outcome.

The complaint

1. Mrs X complains the Council has failed to provide her with a breakdown of care costs for the care her aunt, Ms Y, received, despite her requests for over a year. Mrs X says this has caused her significant distress. She wants the Council to write off the invoice and apologise.

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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 further investigation would not lead to a different outcome (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 Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council upheld Mrs X’s complaint. It accepted it had not explained the invoices to Mrs X, despite her requests, and that she continued to receive invoices without a breakdown of the charges. The Council apologised and said it was contacting the care agency to clarify which dates were chargeable.
6. The Council has now sent Mrs X a breakdown of the fees, so she can challenge any weeks she disputes. It has also reimbursed Mrs Y for some privately paid care fees. The Council has therefore taken appropriate action, and further investigation would not achieve a different outcome.

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Final decision

7. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman