Summary: The Ombudsman will not investigate Mr A’s complaint about the care provider sending him incorrect invoices for his mother’s care home fees. This is because the matter has already been resolved.

The complaint

1. The complainant, whom I shall call Mr A, complained the care provider was sending him incorrect invoices for his mother’s care home fees.

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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. We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe it is unlikely we could add to any previous investigation by the care provider. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

4. I considered the information Mr A provided. I also considered information provided by the care provider. I contacted Mr A to check whether the complaint had been resolved.

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What I found

5. Mr A complained on behalf of his mother. He is her attorney for property and financial affairs.
6. Mr A complained the care provider was sending him incorrect invoices for his mother’s care home fees. Mr A says he was able to show the care provider that he had paid all the fees to date, but the care provider had failed to respond.
7. Prior to the Ombudsman investigating, the care provider sent Mr A a further written response. It acknowledged it had failed to provide a final resolution to the complaint and, due to this, it decided not to seek any outstanding monies.

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Final decision

8. We will not investigate this complaint. This is because the matter has already been resolved.

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Investigator's decision on behalf of the Ombudsman