Summary: Mrs X complains the care provider failed to communicate with her or acknowledge complaints. Mrs X says this caused her distress. We will discontinue the investigation. The care provider has not responded to any of our attempts to contact it. We have exhausted our powers to obtain information to enable us to progress the investigation.

The complaint

1. The complainant, whom I shall refer to as Mrs X, complains the care provider, Savannah Care Limited, has failed to communicate with her or acknowledge her complaint about its care for her mother. Mrs X says this has caused her distress.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers and decide whether their actions have caused an injustice, or could have caused injustice, to the person making the complaint. I have used the term fault to describe such actions. If they have caused a significant injustice or that could cause injustice to others in future we may suggest a remedy. (Local Government Act 1974, sections 34 B, 34C and 34 H(3 and 4) as amended)
3. We normally name care homes and other care providers in our decision statements. However, we will not do so if we think someone could be identified from the name of the care home or care provider. (Local Government Act 1974, section 34H(8), as amended)
4. Under our information sharing agreement, we will share this decision with the Care Quality Commission (CQC).

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How I considered this complaint

5. I considered evidence provided by Mrs X as well as relevant law, policy and guidance.
6. I attempted to contact Savannah Care on numerous occasions. It has not responded to any of my contacts.
7. Mrs X and Savannah Care Limited had an opportunity to comment on my draft decision. I considered any comments before making a final decision.

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What I found

What happened?

8. This is a brief chronology of key events.
9. Mrs X complained to Savannah Care Limited in November 2024. She did not receive any response to her complaint.
10. Mrs X complained to the Ombudsman. The Ombudsman has attempted to contact Savannah Care Limited on numerous occasions to investigate Mrs X’s complaint.

Analysis

11. The Ombudsman has written to Savannah Care Limited requesting information to enable an investigation to take place into Mrs X’s complaint.
12. No response was received from Savannah Care Limited.
13. Despite repeated efforts and attempts to serve a witness summons we have not been able to contact Savannah Care Limited.
14. We are unable to continue an investigation due to the lack of contact and co-operation from Savannah Care Limited.
15. The Ombudsman will inform the Care Quality Commission (CQC) of Savannah Care Limited’s failure to respond.

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Decision

16. The Ombudsman has exhausted the powers available to it to secure information it requires from Savannah Care Limited. We will therefore need to discontinue our investigation.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman