Akari Care Ltd (25 024 364)

Statement Closed after initial enquiries Residential care 01-Sep-2026

Summary: We will not investigate this complaint about how the Care Provider handled Mrs X’s complaint. It is not proportionate for us to investigate complaint-handling in isolation when we are not also investigating the substantive matter.

Premiere Care (Southern) Limited (25 028 437)

Statement Upheld Residential care 26-Aug-2026

Summary: We will not investigate Mr X’s complaint about the Care Home causing injury to his late mother, Mrs Y and failing to recognise the injury. This is because we could not add to the Care Provider’s investigation.

Suffolk County Council (25 003 202)

Statement Upheld Residential care 26-Aug-2026

Summary: We found fault by Suffolk County Council, Care UK and NHS Suffolk and North East Essex Integrated Care Board with regards to the care provided to Mrs C when she was resident in the Care Home. This fault placed Mrs C at risk and caused her daughter, Mrs B, significant distress and uncertainty. The Council, Care UK and the ICB will take action to prevent similar problems occurring in future. They will also pay Mrs B a symbolic financial remedy. There was no fault with regards to the handling of an NHS Funded Nursing Care review by the ICB.

Connaught Care (Huntingdon) Ltd (25 024 363)

Statement Closed after initial enquiries Residential care 24-Aug-2026

Summary: We will not investigate this complaint about the standard of care in a care home. We could not add to the investigations already carried out, nor could we achieve a more meaningful outcome.

Anchor Care Homes LTD (26 005 810)

Statement Closed after initial enquiries Residential care 23-Aug-2026

Summary: We will not investigate Miss X’s complaint about Ms Y’s care. If we were to investigate it is unlikely we would add to the Care Provider’s investigation or reach a different outcome. There is not enough evidence of fault in how the Care Provider had regard to its duties under the Equality Act.

Dudley Metropolitan Borough Council (25 015 082)

Statement Upheld Residential care 18-Aug-2026

Summary: Minster Care Group, acting on the Council’s behalf was at fault for failing to protect Mr Y’s dignity, respect and privacy following an incident in which he fell and injured himself. It caused Mr Y’s son, Mr X, distress. It was not at fault for the way it considered Mr Y’s risk assessment or for its complaint response. The Council has agreed to apologise and make a payment to Mr X.

Park View Care Home (Ipswich) Limited (25 016 423)

Statement Not upheld Residential care 16-Aug-2026

Summary: Based on the evidence seen so far, we propose to end our investigation into Mrs X's complaint about the care her mother received. While there is evidence of fault in the care provider's assessment, care planning and monitoring, the provider has already offered a remedy which appropriately addresses the injustice caused. Further investigation is unlikely to achieve a more meaningful outcome.

Sanctuary Care Limited (25 014 574)

Statement Upheld Residential care 10-Aug-2026

Summary: The Care Provider was at fault for damaging and losing Mrs Y’s clothing. This caused Mrs X frustration and financial costs for replacing the clothing. It was also at fault for one occasion when it delayed washing and dressing Mrs Y and for a delayed complaint response to Mrs X. The Provider has already offered Mrs X a payment which is a suitable remedy for the frustration the faults caused. The Provider was not at fault for its actions after Mrs Y fell and for the hygiene and personal care it provided to Mrs Y.

Care UK Community Partnerships Ltd (25 024 091)

Statement Closed after initial enquiries Residential care 03-Aug-2026

Summary: We will not investigate Miss X’s complaint about the Care Provider allowing a new development to be built next to her father’s Care Home. This is because it is unlikely we would find fault with the Care Provider, there is another body better placed to consider her concerns and we cannot achieve the outcome she wants.

Croft Carehomes Limited (25 027 900)

Statement Closed after initial enquiries Residential care 02-Aug-2026

Summary: We will not investigate Mrs X’s complaint about the Care Home providing poor care to her late mother, Mrs Y. This is because a further investigation would not lead to a different outcome and it is unlikely we would find fault with the Care Provider.