Summary: Mr X complains about how Lancashire County Council are supporting the care for his grandmother, Mrs Y, specifically they are failing to safeguard her and are biased towards other members of her family. We do not consider Mr X is suitable to represent Mrs Y and therefore we will not investigate this complaint further.

The complaint

1. Mr X complains about how his family is being treated by Lancashire County Council. His grandmother, Mrs Y, is being cared for by a care agency part funded by the Council.
2. Mr X complains the Council are treating the family unfairly and not respecting their wishes in how they wish Mrs Y to be cared for. There have been family disputes and these have resulted in safeguarding enquiries undertaken by the Council. Mr X believes the Council are failing to be impartial and unbiased.
3. Mr X believes his grandmother is at significant risk and the family are very distressed by the events.
4. Mr X wants a full review of Mrs Y’s care to be undertaken, disciplinary action and licenses for some care workers revoked.

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The Ombudsmen’s role and powers

5. We may investigate complaints made on behalf of someone else if they have given their consent. We may also investigate a complaint on behalf of someone who cannot authorise someone to act for them, if we consider them to be a suitable representative. (Health Service Commissioners Act 1993, section 9(3) and Local Government Act 1974, section 26A(1) and 26A(2), as amended)

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How I considered this complaint

6. I considered evidence from Mr X.
7. I have also considered the Ombudsman’s Assessment Code.

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What I found

8. There is a history of disputes within Mr X and Mrs Y’s family. Mrs Y is able to make decisions about her own care, but she also has a lasting power of attorney for health and welfare, this is not Mr X.
9. Because of the ongoing family disputes causing distress to Mrs Y, the Council conducted a safeguarding enquiry on all family members who visited Mrs Y, and her late husband Mr Y, Mr X’s grandfather.
10. After the safeguarding, Mrs Y and Mr Y made a list of their wishes with regards to their family contact, the document was written in February 2025 and was completed by a professional from the Council who acted as a witness.
11. The issues raised in the complaint by Mr X are in direct opposition to the wishes made clear in this document. Mr X does not hold lasting power of attorney for Mrs Y. I therefore do not consider him a suitable complainant.

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Final decision

12. I will not investigate Mr X’s complaints about the Council because he is not suitable to represent Mrs Y.

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Investigator's decision on behalf of the Ombudsman