Bupa Care Homes (CFC Homes) Limited (25 002 410)

Statement Upheld Residential care 26-Feb-2026

Summary: Mr X complained about the quality of care provided to his mother Mrs Y at the care home. On the evidence considered, there were some faults with the care provided. The Care Provider has already taken appropriate actions to address the faults with the quality of Mrs Y’s care. It will also apologise and make a payment to acknowledge the frustration they were caused.

The Fremantle Trust (25 013 723)

Statement Closed after initial enquiries Residential care 26-Feb-2026

Summary: We will not investigate Miss X’s complaint about the quality of food in a care home. This is because any injustice is not significant enough to justify an investigation by the Ombudsman.

Heathers Care Home Limited (25 015 999)

Statement Closed after initial enquiries Residential care 25-Feb-2026

Summary: We will not investigate Mrs X’s complaint about matters relating to her father, Mr Y’s, placement at the care provider’s care home. This is because she is not the most suitable representative to make the complaint.

HC-One Limited (25 020 289)

Statement Upheld Residential care 25-Feb-2026

Summary: We will not investigate Mr X’s complaint about the poor care and support the Care Provider’s Care Home provided to his sister, Miss Y, during her respite stay. This is because we could not add to the Care Provider’s investigation and subsequently, we cannot achieve the outcome Mr X wants.

Pilgrims’ Friend Society (25 013 975)

Statement Closed after initial enquiries Residential care 18-Feb-2026

Summary: We will not investigate Mrs X’s complaint about the Care Provider incorrectly charging her mother, Mrs Y. This is because there is not enough injustice to warrant an investigation and we would not be able to add to the Care Provider’s investigation.

Walsall Metropolitan Borough Council (25 013 274)

Statement Closed after initial enquiries Residential care 17-Feb-2026

Summary: We cannot investigate this complaint about adult social care, because the care package was arranged and funded by the NHS.

Staffordshire County Council (25 007 820)

Statement Upheld Residential care 12-Feb-2026

Summary: Ms X complained a care home the Council commissioned for Mrs Y used restraint inappropriately, causing Mrs Y bruising and avoidable distress. We upheld the complaint. There was a failure to identify restraint was being used, a lack of staff knowledge, poor analysis of records and a failure to ensure the deprivation of Mrs Y’s liberty was authorised by the proper legal process. The care home’s complaint response was also inaccurate which caused Ms X avoidable distress and frustration. The Council will issue an apology, symbolic payments and provide evidence of improvements to the care home’s practices.

The Orders Of St. John Care Trust (25 000 898)

Statement Not upheld Residential care 09-Feb-2026

Summary: Mrs X complained about the quality of care provided to her mother, Ms Y, by The Orders of St John Care Trust when she resided in Goodson Lodge Care Centre. We found the Care Provider’s actions did not cause injustice to Ms Y.

Oxfordshire County Council (25 013 519)

Statement Closed after initial enquiries Residential care 28-Jan-2026

Summary: We will not investigate Miss X’s complaint about the standard of care staff delivered to her mother, Mrs Y, at the Council’s Care Home. This is because the complaint is late and there are no good reasons why Miss X did not complain to us sooner.

Durham County Council (25 004 835)

Statement Not upheld Residential care 27-Jan-2026

Summary: There was no fault in the way the Council commissioned care home supported the late Mrs Y.