Cygnet Care Limited (21 017 372)

Category : Adult care services > Residential care

Decision : Closed after initial enquiries

Decision date : 28 Mar 2022

The Ombudsman's final decision:

Summary: We will not investigate this complaint about the loss of Mr X’s mother’s personal items after she passed away in a care home. This is because there is no evidence of fault in the actions of the Care Provider.

The complaint

  1. Mr X complains the Care Provider lost some of his mother’s possessions after she passed away in a care home. Mr X says this has caused him significant distress.

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The Ombudsman’s role and powers

  1. We investigate complaints about adult social care providers and decide whether their actions have caused an injustice, or could have caused injustice, to the person making the complaint. I have used the term fault to describe such actions. (Local Government Act 1974, sections 34B and 34C)

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How I considered this complaint

  1. I considered information provided by the complainant and the Care Provider.
  2. I considered the Ombudsman’s Assessment Code.

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My assessment

  1. The Care Provider’s contract says it is not responsible for the loss of personal possessions of care home residents. The Care Provider says residents should have their own insurance for personal items.
  2. There is no evidence of fault in the actions of the Care Provider. The contract sets out expectations for the management of personal possessions and the Care Provider has carried out a search of the care home for the missing items.
  3. The Police have also investigated the matter and decided not to take further action due to a lack of evidence.

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Final decision

  1. We will not investigate Mr X’s complaint because there is no evidence of fault in the actions of the Care Provider.

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Investigator's decision on behalf of the Ombudsman

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