Summary: The Ombudsman will not investigate Mrs X’s complaint about her mother’s jewellery being stolen from her room at the care provider’s care home. This is because Mrs X has told us she no longer wishes to pursue the complaint.

The complaint

1. The complainant, whom I shall call Mrs X, complained her mother’s jewellery was stolen from her room at the care provider’s care home when she was in hospital.

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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 Mrs X provided. This included complaint correspondence with the care provider.

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What I found

4. Mrs X’s mother is a resident at the care provider’s care home. In early 2019, Mrs X complained her mother’s jewellery had been stolen from her room whilst she was in hospital.
5. The care provider denied liability for the loss of the items but offered Mrs X’s mother a substantial payment as a goodwill gesture.
6. The police decided not to investigate further due to a lack of evidence.

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Final decision

7. Mrs X has told me she no longer wishes to pursue this complaint because she has resolved the matter herself. For this reason we will not investigate.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman