Recent statements in this category are shown below:
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Lancashire County Council (24 018 042)
Statement Not upheld Residential care 24-Nov-2025
Summary: The Council commissioned care provider was not at fault for the way it served Mr X notice on his residential care placement and was not at fault for the way it considered his reasonable adjustments.
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Statement Upheld Residential care 24-Nov-2025
Summary: The Council was at fault for the poor standard of care Mrs X received in Frindsbury Hall, a Council commissioned Care Home. The Care Home failed to carry out some of Mrs X’s care in line with her care plan. This has caused distress, frustration and uncertainty about the care Mrs X was receiving and impacted Mrs X’s dignity. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused. It has also agreed to provide us with a copy of its follow up visit to the Care Home from November 2025.
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Bupa Care Homes (CFHCare) Limited (25 001 947)
Statement Closed after initial enquiries Residential care 24-Nov-2025
Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.
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Earlsdon Care Ltd (25 009 330)
Statement Closed after initial enquiries Residential care 20-Nov-2025
Summary: We will not investigate this late complaint about the care provided to Mr Y up to 2023. There is not a good reason for the delay in the matter being escalated to the Ombudsman.
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Pearl Blossom Limited (25 009 685)
Statement Closed after initial enquiries Residential care 20-Nov-2025
Summary: We will not investigate this complaint about the Care Provider’s response to a request for information. The Information Commissioner’s Office is the body best placed to deal with complaints about how organisations respond to information requests.
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City of Doncaster Council (25 001 159)
Statement Upheld Residential care 18-Nov-2025
Summary: Ms X complained that a Council-commissioned residential Care Home failed to act when she told it her late mother, Mrs C, needed medical treatment. She also complained the Care Home did not keep proper records and had poor internal communication. She said Mrs C may not have died if the Care Home had acted on her concerns. We found the Care Home failed to seek appropriate medical advice and keep proper records. This fault caused Ms X uncertainty for which the Council has agreed to apologise and make a symbolic payment to her.
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Brighton & Hove City Council (25 003 849)
Statement Closed after initial enquiries Residential care 18-Nov-2025
Summary: We will not investigate Ms X’s complaint about the Council’s Care home losing her father’s personal belongings. This is because there is insufficient evidence of fault, we cannot achieve what Ms X wants and a further investigation would not lead to a different outcome.
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Statement Upheld Residential care 18-Nov-2025
Summary: There was fault by the Care Home which acted for the Council. It served notice to end Mrs Y’s placement due to non-payment of client contributions, when it should have liaised with the Council for repayment. There was also no right of appeal against a ban on Mrs Y’s daughter visiting. The Council will apologise, make a symbolic payment for avoidable distress and ensure the Care Provider makes amendments to the service user agreement and visiting policy.
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Westmorland and Furness Council (25 002 957)
Statement Closed after initial enquiries Residential care 17-Nov-2025
Summary: We will not investigate this complaint about the quality of care in a care home. Mrs Y has now moved to different accommodation, and investigation would not achieve a different or more meaningful outcome.
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London Borough of Haringey (25 008 632)
Statement Closed after initial enquiries Residential care 14-Nov-2025
Summary: We will not investigate Miss X’s complaint about the Council failing to provide her with a full complaints response. This is because the complaint is late and there are no good reasons to investigate.