The Fremantle Trust (25 013 723)
Category : Adult care services > Residential care
Decision : Closed after initial enquiries
Decision date : 26 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about the quality of food in a care home. This is because any injustice is not significant enough to justify an investigation by the Ombudsman.
The complaint
- Miss X complains on behalf of her mother, Mrs Y, that the meals served in her care home lack variety and nutrition.
The Ombudsman’s role and powers
- 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 (Local Government Act 1974, sections 34B(8) and (9)).
How I considered this complaint
- I considered information provided by the complainant and the Care Provider.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complains on behalf of Mrs Y about the quality of meals provided in Mrs Y’s care home. She says they lack variety and nutrition. She wants an increase in spending on meals using fresh rather than processed foods and more variety in the evening meals.
- The Care Provider investigated Miss X’s complaint. It said it uses fresh produce. It plans new menus which change every four weeks and are varied and balanced. The Care Provider notes each resident’s preferences and dietary needs and reviews this each month. It said it would carry out monitoring, meet with staff and residents, and complete a catering and dining audit.
- Based on the information I have seen, the Care Provider has acted in line with its nutrition and hydration policy and with national regulations. The Care Provider monitors Mrs Y’s nutrition and fluid intake and her preferences. It prepares food according to her preferences and dietary needs. It also consults with Miss X about Mrs Y’s dietary needs.
Final decision
- We will not investigate Miss X’s complaint because any injustice is not significant enough to justify our involvement.
Investigator's decision on behalf of the Ombudsman