Summary: We will not investigate Miss X’s complaint about the care provider’s handling of concerns she raised about one of her mother’s support workers and of restrictions that were placed on her by the care provider. This is because an investigation would not lead to any worthwhile outcomes.

The complaint

1. Miss X complains about the care provider’s handling of concerns she raised about one of her mother’s support workers. She also complains about the restrictions placed on her by the care provider.

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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 an investigation if we believe it is unlikely further investigation will lead to a different outcome. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

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

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My assessment

5. Miss X lives with her mother, Mrs Z. A care provider was appointed by her brother, who holds power of attorney, to provide case management services.
6. Miss X raised safeguarding concerns about one of Mrs Z’s support workers and made a complaint about the care provider sending her house rules and implementing visiting restrictions with her mother.
7. Regarding safeguarding concerns, this was not the responsibility of the care provider to deal with. Rather, the council is responsible for dealing with safeguarding concerns reported. It is open to Miss X to make a complaint about the council’s handling of her safeguarding concerns with the relevant council. If Miss X has already complained and has received a final complaint response, she can make a new complaint to us.
8. Regarding the implementation of visiting restrictions and house rules, an investigation is not proportionate as we are not likely to find fault. The evidence shows concerns were raised by a third party about Miss X’s actions around Mrs Z and the impact the actions was having on Mrs Z. Further, the care provider had consulted with Mrs Z, her social worker, and her power of attorney to gather their wishes before implementing the visiting restrictions and house rules. As we are not likely to find fault, an investigation would not lead to any worthwhile outcomes.

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Final decision

9. We will not investigate Miss X’s complaint because an investigation would not lead to any worthwhile outcomes.

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Investigator's decision on behalf of the Ombudsman