Bupa Care Homes (CFC Homes) Limited (25 002 354)

Statement Closed after initial enquiries Residential care 25-Aug-2025

Summary: We will not investigate this complaint about the Care Provider’s failure to properly respond to an incident involving Mr X and another resident. This is because an investigation would be unlikely to lead to a worthwhile outcome.

North East Lincolnshire Council (25 001 227)

Statement Closed after initial enquiries Residential care 20-Aug-2025

Summary: We will not investigate Miss X’s complaint about the care her late father Mr Y received from a Council-commissioned care provider. The Care Provider has investigated Miss X’s concerns, upheld parts of her complaint, apologised and taken action to improve. We could not add anything to the Care Provider’s response or achieve the outcome Miss X wants.

Airmyn Residential Ltd (25 001 851)

Statement Upheld Residential care 20-Aug-2025

Summary: We will not investigate this complaint about residential care costs. This is because during our enquiries, the Care Provider agreed to refund Mrs X. That was the outcome she wanted and remedies any injustice caused.

Bureaucom Limited (24 010 012)

Statement Upheld Residential care 17-Aug-2025

Summary: Mrs X complained on behalf of her sister that she had not received appropriate care in the home managed by Bureaucom Limited. The Care Provider had not done enough to make sure that Mrs B’s oral health was maintained and did not record a review of risk and support when she fractured her toes meaning that she was more likely to fall. These shortcomings caused Mrs X and Mrs B distress and uncertainty. The Care Provider should apologise to Mrs X and make a payment to her and her sister in recognition of the distress it caused them.

Northumberland County Council (24 020 920)

Statement Not upheld Residential care 14-Aug-2025

Summary: We will not investigate this complaint, as another body is better placed to do so.

North Yorkshire Council (24 021 973)

Statement Closed after initial enquiries Residential care 13-Aug-2025

Summary: We will not investigate this complaint about adult social care in a care home. The injustice to the complainant is not significant enough to justify our involvement and we cannot achieve the outcome they want. The Information Commissioner’s Office is better placed to consider access to information.

Willowbrook Healthcare Limited (25 002 355)

Statement Closed after initial enquiries Residential care 13-Aug-2025

Summary: We will not investigate this complaint about the Care Provider’s failure to properly care for Ms X shortly before she died. This is because an investigation would be unlikely to find evidence of fault on the Care Provider’s part causing a significant injustice.

Bournemouth, Christchurch and Poole Council (24 018 634)

Statement Not upheld Residential care 12-Aug-2025

Summary: Miss X complained the Council failed to provide appropriate care and support for Mrs Y during her six week stay and dismissed the family’s concerns about Mrs Y’s presentation and wellbeing. We found there was no evidence of fault in the care and support the care home provided to Mrs Y.

Ideal Care Homes Ltd (24 006 556)

Statement Upheld Residential care 11-Aug-2025

Summary: Ms A and her sister Ms B complain that the care provider gave notice on their late father’s placement without due reason and they had to find another placement at short notice for their elderly father who has dementia. The care provider failed to meet Mr X’s needs and gave notice inappropriately; the care provider agrees to acknowledge that and pay a suitable sum to Ms A and her sister in recognition of the stress caused.

Oldham Metropolitan Borough Council (24 007 003)

Statement Upheld Residential care 11-Aug-2025

Summary: We will not investigate this complaint about the way the Council arranged access for Mr B to remove his personal belongings from his former home when his tenancy ended. We will not investigate Mr B’s complaint about the bed in his care home and having access to his mobile phone. We cannot add to the previous investigation by the Council. Further investigation would not lead to a different outcome.