Rooks (Care Home Ltd) failed to respond to a recommendation following an investigation of a complaint by the Ombudsman so an Adverse Findings Notice was issued.
Complaint from a man as executor of his late mother's estate. He says that Rooks (Care Home Ltd) failed to respond to his requests to refund an overpayment of fees.
The Ombudsman recommended that Rooks (Care Homes Ltd):
- apologise to the son for not responding to his letters; and
- refund to the estate £4,403.26.
The provider did not did respond to the decision statement and it has not apologised to the man or made the refund to the estate. The Ombudsman is not satisfied with the provider's failure to comply with its recommendations. It is for these reasons that the Ombudsman is requiring the publication of this Adverse Findings Notice.