Summary: We will not investigate this complaint about an allegation made against Mr X by a carer looking after his wife. This is because this was an isolated incident and it is unlikely we would be able to establish what happened.

The complaint

1. Mr X complains that a carer employed by his wife’s care provider made allegations about his conduct. Mr X says the allegation is untrue and has caused him significant distress. He says he was told someone from the care provider had discussed this with him but this has not happened.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by the complainant’s representative.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Whilst I understand that Mr X would have found the allegation upsetting this was an isolated incident, and it would be difficult for us to establish what happened at the time as recollections and interpretations of events will vary. Therefore, we will not investigate this complaint.

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Final decision

6. We will not investigate Mr X’s complaint because we cannot justify investigating an isolated incident and it is unlikely we would be able to establish what happened.

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Investigator's decision on behalf of the Ombudsman