Summary: The Ombudsman will not investigate Mr B’s complaint about his grandmother’s care at the care provider’s care home. The care provider is no longer trading and the Ombudsman does not have the information required to investigate the matter. Also, the Ombudsman could not make recommendations to a body which no longer exists even if he was able to reach a view on the issues raised.

The complaint

1. The complainant, whom I shall call Mr B, complains about matters relating to his grandmother’s care at the care provider’s care home.

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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)

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How I considered this complaint

3. I considered the information Mr B provided in his complaint. We attempted to contact the care provider owner, but received no response. I sent Mr B a copy of my draft decision and invited his comments on it.

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What I found

4. Mr B complained to the care provider after his grandmother, Mrs B, a resident of its care home, was found lying injured in front of the care home. Mr B complained Mrs B should have been properly supervised and not able to wander unsafely.
5. The care provider acknowledged Mr B’s complaint but ceased trading shortly after. Mr B received no further response to his complaint.

Final decision

6. We will not investigate this complaint. The complaint is made about a care provider which no longer exists. We do not have the relevant information to enable us to investigate, and reach a view on, whether the care provider’s actions caused an injustice to Mrs B. But even if we did, there would be no worthwhile outcome achievable as we cannot make recommendations to a body which no longer exists.

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Investigator's decision on behalf of the Ombudsman