Nottinghamshire County Council (24 017 207)

Statement Upheld Residential care 13-Apr-2026

Summary: There was fault in some actions of the commissioned care provider which caused injustice. There was also some fault in the Council’s record-keeping for which it has apologised, but which legitimately caused Ms A anxiety and it agrees to go further to recognise that. There is no substantive evidence the Council failed to investigate Ms A’s safeguarding concerns, although it gave less weight to them than she wished.

Newbury Manor Limited (25 007 276)

Statement Not upheld Residential care 13-Apr-2026

Summary: Mrs X complained about failings in the care her mother, Mrs Y received while a resident at Newbury Manor Nursing Home. We found there is no evidence of fault in the actions of the Care Home.

King Charles Court Limited (25 019 059)

Statement Closed after initial enquiries Residential care 13-Apr-2026

Summary: We will not investigate Mr X’s complaint about the Nursing Home preventing Mr Y from moving to another placement. This is because there is insufficient evidence of fault.

Buckingham (Bucks OPCO) Limited (25 018 835)

Statement Closed after initial enquiries Residential care 09-Apr-2026

Summary: We will not investigate Mrs X’s complaint about the Care Home’s poor care it had delivered to her late father, Mr Y, and its poor communication and record keeping. This is because the complaint is late. There are no good reasons why Mrs X did not complain to us sooner.

West Sussex County Council (25 002 286)

Statement Upheld Residential care 06-Apr-2026

Summary: Mr X complains on behalf of his father, Mr Y, the Council detained him against his will while it completed a Deprivation of Liberty Safeguards assessment. Mr X says this led to his father incurring unnecessary care home fees. We have found fault in the actions of the Council in relation to the information it supplied Mr Y. The Council has agreed to write to Mr X to issue an apology and pay a financial payment.

Athena Healthcare (SNR) Limited (25 000 798a)

Statement Upheld Residential care 01-Apr-2026

Summary: Mrs X complained about the charging and care service provided by Athena Healthcare for Miss Y. Mrs X has disputed the charges owed and is unhappy with some care Miss Y received before her death. She says that this caused her added distress while Miss Y was going through end-of-life care. We found Athena Healthcare at fault. It should apologise and refund some of the charges paid.

Ideal Carehomes (Number One) Limited (24 019 815)

Statement Upheld Residential care 30-Mar-2026

Summary: We partially upheld a complaint from Mrs B about care provided to her mother, Mrs C, by the Care Provider. We found fault in the Care Provider’s record keeping around cuts and other wounds Mrs C sustained while living in one its care homes. We also raised concerns about the procedure followed by the Care Provider when it gave Mrs C notice to leave the care home. While Mrs C subsequently died, we considered these faults caused injustice to Mrs B as distress. So, we recommended action we wanted the Care Provider to take to remedy that injustice and improve its service for others. The Care Provider said it agreed our recommendations.

Greensleeves Homes Trust (25 017 430)

Statement Upheld Residential care 30-Mar-2026

Summary: We will not investigate Miss X’s complaint about how the Care Home responded to her father, Mr Y, becoming acutely unwell. This is because the Care Provider accepted it acted with fault, implemented service improvements to prevent a recurrence of fault and apologised to Miss X which was appropriate. We therefore could not add to its previous investigation.

Liverpool City Council (25 018 370)

Statement Closed after initial enquiries Residential care 30-Mar-2026

Summary: We will not investigate this complaint about the standard of care Mr X received in a residential home. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it now.

Lancashire County Council (25 030 007)

Statement Closed after initial enquiries Residential care 30-Mar-2026

Summary: We will not investigate this complaint about the conduct of a former employee of the Council during a meeting in November 2020. This is because the complaint is late and there are no good reasons to investigate now.