Recent statements in this category are shown below:
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North Yorkshire Council (25 013 211)
Statement Closed after initial enquiries Charging 03-Feb-2026
Summary: We will not investigate this complaint about how the Council handled concerns about a Lasting Power of Attorney and how it considered a complaint about outstanding fees for care. There is insufficient evidence of fault to justify investigation and we could not achieve the outcome Miss X and Mr Z seek.
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Statement Upheld Charging 02-Feb-2026
Summary: Miss X complained the Council put care in place for her grandmother despite making it clear they did not want it or to pay for it. We did not find the Council at fault for how it initially considered her grandmother’s wish for continued care. We found fault it did not complete a financial assessment before starting the care, causing distress. It was also at fault for delay with Miss X’s complaint causing frustration. The Council has agreed to apologise to Miss X and her grandmother to remedy the injustice. The Council has also agreed to update us on the progress and completion of an online cost estimator on its website to support care planning.
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Shropshire Council (25 013 780)
Statement Closed after initial enquiries Charging 02-Feb-2026
Summary: We will not investigate this complaint about charges for adult social care. This is because it is a late complaint and I am not satisfied the complainant could not have complained sooner.
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Staffordshire County Council (25 003 535)
Statement Upheld Charging 30-Jan-2026
Summary: Mrs X complained about the Council’s delay in completing financial assessment for Mr Y and telling him how much he should contribute towards his care costs. We found fault with the Council. This fault caused injustice to Mr Y and Mrs X. The Council has agreed to apologise, discuss with Mrs X details of Mr Y’s repayment plan and make a symbolic payment to recognise Mr Y’s distress.
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Suffolk County Council (24 011 890)
Statement Upheld Charging 30-Jan-2026
Summary: Mr X complained the Council gave misleading information about care costs, delayed sending invoices and allowed a debt to increase. He also complained about delay in responding to his complaint and the Council reporting concerns to the Office of the Public Guardian. The Council correctly notified another lasting power of attorney about the costs and sent regular invoices and reminders. It has apologised for the delay in responding to Mr X’s complaint which is a suitable remedy.
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Liverpool City Council (25 003 656)
Statement Upheld Charging 29-Jan-2026
Summary: Mr X complained the Council failed to tell his father about charges for a short term residential care placement when he was discharged from hospital. We found the Council failed to provide clear and timely information which caused the family distress as they received an unexpected charge. The Council has agreed to apologise and, due to the particular circumstances involved in this case, waive the fees.
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Statement Upheld Charging 29-Jan-2026
Summary: The Council was at fault for allowing a care provider to charge a top up fee for care charges. As a result Mrs X paid a top up fee she should not have had to pay. To remedy the injustice caused the Council agreed to apologise and refund Mrs X the top up fees she paid.
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Nottingham City Council (25 000 183)
Statement Upheld Charging 28-Jan-2026
Summary: We found fault with the Council for its poor communication with Mr X about reducing his care hours, reducing his care hours without assessment or suitable explanation and failure to provide his full social care provision. The Council’s fault caused Mr X to source more care hours than the Council funded, uncertainty and distress for six weeks about what provision would be put in place and six months without full social care provision. The Council has already settled the outstanding balance with Mr X’s care provider which directly addresses the reduction in his care hours. The Council has agreed to apologise to Mr X and provide payments for the distress, uncertainty and loss of service caused by the Council’s fault.
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Bupa Care Homes (BNH) Limited (25 001 250)
Statement Upheld Charging 28-Jan-2026
Summary: The care provider’s terms and conditions allow it excessive discretion to increase fees above a stated annual increase. That created anxiety and uncertainty for Mrs X when she was planning for Mrs A’s long-term care. BUPA says it is reviewing its terms and conditions. It should do so in line with the CMA guidance to ensure fairness and within a defined time period. In addition it should offer Mrs X a symbolic payment of £300 to recognise the uncertainty she has suffered as a result of its current practice.
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Southampton City Council (25 007 459)
Statement Closed after initial enquiries Charging 26-Jan-2026
Summary: Mr X complained that the Council placed his father in a care home without a financial assessment, a signed agreement or proper consent. We have not investigated this complaint as it is late and there is no good reason why Mr X could not have complained to us sooner.