Summary: The Ombudsman will not investigate Mrs B’s complaint about her late husband’s, Mr B’s, care providers poor invoicing. This is because the care provider has explained how it invoices, apologised for not sending invoices on occasions and reimbursed Mrs B for care when it was not clearly recorded carers attended. The Ombudsman is satisfied this remedies the injustice caused to Mrs B.

The complaint

1. Mrs B says her late husband’s care provider took money from her account without fully explaining what it was invoicing for.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• the injustice is not significant enough to justify our involvement, or
• it is unlikely we could add to any previous investigation by the care provider, or
• it is unlikely further investigation will lead to a different outcome, or
• we cannot achieve the outcome someone wants, or
• there is another body better placed to consider this complaint.

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

3. I discussed the concerns with Mrs B and considered the information and documentation she provided.

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What I found

4. Mrs B complained to her late husband’s care provider because she was unclear what monies it was taking out of her account or what she was being invoiced for.
5. Mr B’s care provider explained payment for care provision is by direct payment and clients are invoiced for care weekly after the care is provided, allowing for queries on charges. It said Mr B’s invoices were usually posted through his door each Monday but acknowledged on some occasions this did not happen. It said when it found some weekly invoices were not received, it arranged for specific staff to deliver the invoices. It apologised for the missed invoices and ensured Mrs B was provided with copies. The care provider explained each invoice and acknowledged occasions when a carer did not sign in and an occasion when a carer arrived late. The care provider said because there was not a clear record of when a carer attended and one occasion when a carer arrived late it will reimburse Mrs B’s account £74 as a goodwill gesture.
6. Mrs B says she wants to raise awareness about money taken from her account without having a clear explanation of what care Mr B was being invoiced for. The care provider has now explained its invoicing system and the individual invoices, apologised for the times Mrs B did not receive invoices and reimbursed care fees where it was not clear when carers attended or were late. The Ombudsman is satisfied this remedies any injustice caused to Mrs B and there is no ongoing injustice warranting an Ombudsman investigation.

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Final decision

7. The Ombudsman will not investigate Mrs B’s complaint. This is because the care provider has explained how it invoices, apologised for not sending invoices and reimbursed Mrs B for care it was not clearly recorded Mr B received. The Ombudsman is satisfied this remedies the injustice caused to Mrs B.

Investigator’s final decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman