Corden Assist Ltd (17 007 722, Report)

Category : Adult care services > Domiciliary care

Decision : Upheld

Decision date : 16 Oct 2018

Summary

Adverse Findings Notice issued because Corden Assist Ltd failed to provide the remedy recommended by the Ombudsman following an investigation. 

We investigated a complaint about the homecare services Corden Assist Limited provided to the complainant.

We found Corden Assist Limited:

  • id not provide the agreed level of care and support between 19 and 22 September 2016;
  • failed to investigate or respond to the complaint.

These faults meant the complainant did not receive all of the care and support needed. As a result, the complainant suffered distress.

Recommendations

We recommended Corden Assist Limited:

  • waive 50% of the fees for the period 19 to 22 September 2016 plus any additional costs incurred as a result of the recovery action; and
  • apologise and pay £200 in recognition of the unnecessary time and trouble the complainant’s representative has been put to by its failure to respond to the complaint.

Corden Assist Limited has refused to carry out our recommendations for the following reason:

Corden Assist Limited has commenced court proceedings to recover the care fees due for the period 19 to 22 September 2016. These proceedings are continuing and it is now waiting for a court hearing date. Corden Assist Limited will not take any action until the court proceedings are concluded.

We are not satisfied with the actions of Corden Assist Limited. It has failed to provide evidence to support its position and does not appear to have reflected on our findings. Due to its failure to
comply, the injustice to the complainant has not yet been remedied.

We will share this notice with the Care Quality Commission – the regulator for health and social care in England.
 

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