Summary: The Ombudsman will not investigate Mrs X’s complaint about the standard of care her mother received in a care home. This is because there is an ongoing safeguarding enquiry into the events about which Mrs X complains. Mrs X can bring her complaint to the Ombudsman once this process has concluded.

The complaint

1. Mrs X complains about the standard of residential care provided to her mother which was arranged by the Council.

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The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
3. The Ombudsman decided some time ago that we would not usually investigate a complaint where there was an ongoing related safeguarding enquiry.

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How I considered this complaint

4. I have considered comments and information from Mrs X, which includes the care home’s response to her complaint, and I have spoken to her on the telephone. I have also considered information from the Council.

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Final decision

5. We will not investigate this complaint because there is an ongoing safeguarding enquiry into the events about which Mrs X complains. It will be open to Mrs X to bring her complaint to us once this process has concluded.

Investigator’s final decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman