Summary: We will not investigate Ms X’s complaint about recovery of care costs. There is not enough evidence of fault to justify investigating.

The complaint

1. Ms X complained the Council:
• pursued a closing payment of £932.72 for her late father’s care costs which had already been paid;
• left her requests for an explanation of the fees unanswered; and
• continued to wrongfully pursue her for payment.
2. Ms X said these issues caused emotional distress and financial concerns. She wanted the Council to:
• cancel the outstanding invoice;
• accept its alleged fault; and
• apologise.

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The Ombudsman’s role and powers

3. 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), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. In February 2025 the Council issued Ms X with a bill of £1,107.52 for her late father’s outstanding care costs. Ms X paid £160.80 towards the bill, leaving £939.72 outstanding.
7. Ms X did not pay the remaining fees, so the Council requested payment again in December 2025.
8. Ms X queried the payment, as she believed the final amount had already been settled.
9. The Council responded to Ms X. It provided a full breakdown of the fees and explained that each monthly payment covered an earlier period. For example, a direct debit taken in November paid for fees accrued between September and October. Therefore, the final outstanding amount was for the final four weeks of care provided to her father.
10. The Council invited Ms X to provide a receipt or evidence of payment, if she had already paid the outstanding amount since the final bill was issued. I have not seen that Ms X provided this evidence to the Council.
11. The evidence shows the outstanding costs are for the final period of care provided to Ms X’s father, which require payment. Ms X told us she was informed the account was settled in February 2025. However, the closing account statement made clear the payment due was £1,107.52.
12. I have not seen any evidence that Ms X requested explanations regarding the fees, or that the Council left these unanswered.
13. The Council is entitled to continue to pursue costs for care which has been provided.
14. I have considered the steps the Council took to consider Ms X’s concerns, and the steps it took to explain the care costs to her and request payment. There is no fault in how the Council did this and I therefore cannot question whether that decision was right or wrong.
15. We will not investigate these matters as there is not enough evidence of fault by the Council to justify investigating.

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Final decision

16. We will not investigate Ms X’s complaint because there is not enough evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman