Summary: We will not investigate this complaint about the way the Care Provider invoiced the family for care charges for Miss X’s uncle. This is because the Care Provider has apologised and so it is unlikely an investigation would lead to a different outcome.

The complaint

1. Miss X complains the Care Provider failed to invoice the family for care charges for providing care for her uncle. She says when the Care Provider did invoice the family the invoices were sent to the wrong address. She says the Care Provider informed her there were no charges to pay when the care ended but later sent a further invoice.
2. Miss X’s uncle has since passed away and Miss X says the matters complained of have caused the family significant distress.

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The Ombudsman’s role and powers

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 the injustice is not significant enough to justify our involvement, or it is unlikely further investigation will lead to a different outcome. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Care Provider took over the previous company providing care for Miss X’s uncle. The Care Provider accepts there was a delay in invoicing the family for care provided and accepts it sent invoices to the wrong address. The Care Provider also accepts that it told the family there was nothing further to pay but later issued a further invoice. The Care Provider says this was because its systems were down at the time it spoke to Miss X about outstanding charges and so it could not check whether further charges were due. The Care Provider has apologised to Miss X for this.
7. Late invoicing of care charges will be frustrating. However the family would have been aware that charges were due for Miss X’s uncle’s care and so the invoices should not have been unexpected. The Care Provider has apologised to the family and accepted it was at fault for invoicing the wrong address and giving misleading information about the final balance due. However, care was provided and so charges are due.
8. In these circumstances the most we would recommend would be an apology from the Care Provider to the family. As the Care Provider has already apologised it is unlikely an investigation would lead to a different outcome and so we will not investigate this complaint.

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Final decision

9. We will not investigate Miss X’s complaint because it is unlikely an investigation would lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman