Summary: We have ended our investigation and uphold Ms X’s complaint about the standard of care her mother received at a care home. During the investigation the Care Provider offered a suitable remedy for any injustice caused.

The complaint

1. Ms X complains about the level of care her mother, Mrs Y, received during a stay at a care home.
2. Ms X said her mother suffered injuries at the care home and was attacked by another resident.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide further investigation would:
• not lead to a different outcome, or
• we cannot achieve the outcome someone wants, or
• there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
4. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
5. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(1), as amended)

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How I considered this complaint

6. I considered evidence provided by Ms X and the Care Provider as well as relevant law, policy and guidance.
7. Ms X and the Care Provider had an opportunity to comment on my draft decision. I considered any comments before making a final decision.

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What I found

8. In July 2025, Mrs Y went into a care home run by EQ Care Group Limited, however the Care Provider was operating as Bracebridge Care Group at this time.
9. In late July 2025, there were two incidents where Ms X said she found bruising on Mrs Y. The Care Provider referred this to the local authority’s safeguarding team and the Care Quality Commission. In early August 2025, there was an incident with another resident in Mrs Y’s room. Care home staff found Mrs Y on the floor with head injuries and another resident standing over her holding a picture frame. Mrs Y was taken to hospital and the Care Provider referred itself to the CQC and local council’s safeguarding team.
10. Ms X removed Mrs Y from the care home and complained about the level of care she received. The Care Provider responded to her complaint in August 2025. The Care Provider explained what happened on 8 August 2025 and what action it took following the incident.
11. Ms X remained dissatisfied and complained to the Ombudsman in late August 2025. Ms X said the Care Provider did not look after Mrs Y properly during her four week stay in the care home.
12. Ms X has since instructed a solicitor who has been in discussions with the Care Provider’s legal team. The Care Provider confirmed it had offered to refund Mrs Y the fees for the time she spent at the care home. This amounted to £6,500.
13. I have considered the remedy offered by the Care Provider and am satisfied it is consistent with the Ombudsman’s Guidance on remedies. As the Care Provider has offered a suitable remedy and further investigation would not lead to a different outcome, I have decided to end the investigation.

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Decision

14. I have ended my investigation and uphold Ms X’s complaint. The Care Provider has taken action which has resolved the outstanding issue and no further action by the Ombudsman is needed.

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Investigator's decision on behalf of the Ombudsman