West Northamptonshire Council (25 007 480)

Statement Closed after initial enquiries Direct payments 01-Dec-2025

Summary: We will not investigate Mr X’s complaint the Council provided contradictory information about his direct payment. There is not enough evidence of fault to justify our involvement.

Suffolk County Council (25 008 384)

Statement Closed after initial enquiries Direct payments 26-Nov-2025

Summary: We will not investigate this complaint about payment for adult social care. This is because there is not enough evidence of fault in the Council’s decision making.

Suffolk County Council (24 014 812)

Statement Closed after initial enquiries Direct payments 20-Nov-2025

Summary: We will not investigate this complaint about how the Council supported Mrs X with direct payments. There is not enough evidence of fault to justify our involvement.

Sheffield City Council (25 005 813)

Statement Closed after initial enquiries Direct payments 13-Nov-2025

Summary: We will not investigate Mr S’s complaint about the Council’s management of Ms X’s direct payments account. This is because an investigation would be unlikely to result in a different result.

Cheshire East Council (24 016 532)

Statement Upheld Direct payments 12-Nov-2025

Summary: Ms Y complained on behalf of Miss X that the personal budget in her care plan did not meet her care and support needs. We find the Council at fault for not following the statutory guidance when it completed its assessment and care plan for Miss X, and for inadequate complaint handling. This caused significant distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and make service improvements.

Nottinghamshire County Council (24 001 173)

Statement Not upheld Direct payments 11-Nov-2025

Summary: Mrs X complained that the Council stopped her direct payments and significantly reduced her care support. We did not find fault in the way the Council carried out Mrs X’s care and support review process and stopped her direct payments.

Hertfordshire County Council (24 021 129)

Statement Closed after initial enquiries Direct payments 10-Nov-2025

Summary: We will not investigate this complaint about the support provided to Miss X by Adult Social Care Services. This is because there is not enough evidence of fault to justify our involvement.

Dorset Council (24 017 716)

Statement Upheld Direct payments 07-Nov-2025

Summary: Mrs D complained about the Council’s decision to request repayment of direct payments paid on behalf of her son, Mr X. We found the Council was at fault because it took over a year to raise concerns about how direct payments were spent and issue an invoice. This delay led to avoidable, unauthorised spending and caused distress and uncertainty. To remedy this injustice, the Council has agreed to apologise and reduce the invoice. It will also take action to ensure direct payments are properly monitored in future.

Luton Borough Council (24 020 489)

Statement Upheld Direct payments 23-Oct-2025

Summary: Mr X complained about the way the Council dealt with his request for communication adjustments. We found fault in the way the Council responded to Mr X’s request. This fault caused Mr X injustice. The Council has agreed to apologise, review Mr X’s communication adjustments and update his records and pay him a symbolic distress payment. The Council has also agreed some service improvements to share learning from this complaint.

Sandwell Metropolitan Borough Council (25 007 772)

Statement Closed after initial enquiries Direct payments 21-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Council withholding information from a Care Company. This is because the Information Commissioner Office would be best placed to consider this complaint.