Summary: We will not investigate this complaint about a care provider increasing the price of their care services. This is because an investigation will not lead to a different outcome.

The complaint

1. Mr X complains about the care provider’s decision to implement a large increase in the cost of live in care. Mr X considers the increase excessive.

Back to top

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 an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))

Back to top

How I considered this complaint

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

Back to top

My assessment

5. Mr X complains on behalf of Mrs Y. Mr X has power of attorney for property and finance for Mrs Y. Mrs Y receives live in care provided by a care provider.
6. The care provider has increased the cost of its live in care. The Care provider also explained Mrs Y needed to move from its level one care to level two care, as identified following a care assessment completed in March 2022. Level two care is more expensive than level one care. The care provider explained this is what led to the perception of a large cost increase as Mrs Y is now paying for a higher level of care.
7. Even if we were to investigate, we cannot tell care providers how much they should charge for the services they provide. This is because, as independent businesses, care providers can set their own charges. Further, we note the care provider has offered to delay the move to level two prices for six months so the price increase will not take effect until October 2022. This is not a remedy we could have achieved for Mr X. Therefore, an investigation would not lead to a different outcome.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because an investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman