ASANA Healthcare Ltd (25 006 952)
Category : Adult care services > Other
Decision : Closed after initial enquiries
Decision date : 02 Sep 2025
The Ombudsman's final decision:
Summary: We cannot investigate Mr X’s complaint about the care provider not delivering the package of care he paid for. The complaint lies outside our jurisdiction because it is not about actions that involve, or are connected to, the provision of adult social care.
The complaint
- Mr X complains the care provider, a drug and alcohol rehabilitation unit, did not deliver the care package he paid for and which it promised on its website. This has left him feeling angry, disappointed and dejected as he cannot afford to pay for this treatment privately again.
The Ombudsman’s role and powers
- We can investigate the actions of adult social care providers. This is defined as a person who carried on an activity which:
- involves, or is connected with, the provision of adult social care, and
- is a regulated activity within the meaning of Part 1 of the 2008 Act. (Local Government Act 1974, Part 3A)
- Adult social care is defined as personal care and other practical assistance. Personal care is defined as physical assistance given to a person in connection with: eating or drinking, toileting, washing or bathing, dressing, oral care, the care of skin, hair and nails, or the prompting, together with supervision, of a person in relation to the performance of any of the activities listed above where that person is unable to make a decision for themselves.
How I considered this complaint
- I considered information provided by the complainant.
- I considered information about the care provider on its website and on CQC’s website.
- I considered the Ombudsman’s Assessment Code.
My assessment
- We cannot investigate Mr X’s complaint. It lies outside our jurisdiction and we have no discretion to consider it. This is because the complaint is not made in relation to, or in connection with, the provision of adult social care. The services Mr X received were therapeutic services in relation to addiction, not adult social care services.
Final decision
- We cannot investigate Mr X’s complaint because it lies outside our jurisdiction. This is because it is not made about, or connected to, the provision of adult social care.
Investigator's decision on behalf of the Ombudsman