Care UK Care Services Limited (25 020 590)

Statement Closed after initial enquiries Residential care 20-Mar-2026

Summary: We will not investigate Mr X’s complaint about the Care Home’s poor communication in relation to his wife, Mrs X’s, respite care. This is because there is insufficient evidence of fault by the Care Provider and any injustice is not significant enough to warrant an investigation.

Coverage Care Services Limited (25 019 455)

Statement Closed after initial enquiries Residential care 19-Mar-2026

Summary: We will not investigate Mrs X’s complaint about the Care Home acting poorly in relation to her concerns about residents disturbing her mother at the Care Home. This is because we could not add to the Care Provider’s previous investigation.

Sandstone Care North West Limited (25 018 013)

Statement Closed after initial enquiries Residential care 18-Mar-2026

Summary: We will not investigate Ms X’s complaint about the Care Provider losing her mother, Mrs Y’s, dentures. This is because a further investigation would not lead to a different outcome, we cannot achieve the outcome Ms X wants and there is another body better placed to consider her complaint.

City of Bradford Metropolitan District Council (25 015 734)

Statement Closed after initial enquiries Residential care 17-Mar-2026

Summary: We will not investigate Mrs X’s complaint about the care commissioned by the Council and provided by a care home to her late mother Mrs Y, the home’s communication with family and how it dealt with her complaint. An investigation could not achieve a worthwhile outcome, nor make findings regarding Mrs Y’s cause of death. We do not investigate internal complaint-handling where we are not investigating the core issues giving rise to the complaint.

Clifton St. Anne's Personal Care Services Limited (25 014 930)

Statement Closed after initial enquiries Residential care 17-Mar-2026

Summary: We will not investigate this complaint about the quality of Mrs Y’s care in the lead up to her death. We could not achieve a different or more meaningful outcome by doing so. We will not investigate late parts of the complaint as there is not a good reason for the delay in escalating events of early 2024 to us.

Avery Homes (Nelson) Limited (25 013 905)

Statement Upheld Residential care 12-Mar-2026

Summary: Mrs X complained on behalf of her mother Mrs Y that the Care Provider failed to administer medication, maintain basic levels of hygiene, provide adequate general care given her visual impairment, and did not tell the truth when she raised concerns. We find the Care Provider at fault for failing to administer medication, maintain cleanliness and provide person-centred care which cause significant distress. It should apologise, reimburse some of the care fees and make service improvements to remedy the injustice.

Ivybank Care Limited (25 013 533)

Statement Closed after initial enquiries Residential care 11-Mar-2026

Summary: We will not investigate Mrs X’s complaint that the Care Provider failed to contact her about an incident involving her late mother. The Care Provider has taken appropriate action to address the injustice caused. It is unlikely an Ombudsman investigation would achieve anything further.

North Yorkshire Council (25 008 818)

Statement Not upheld Residential care 10-Mar-2026

Summary: Miss X complained a Care Home arranged by the Council failed to provide suitable care for her father, Mr Y. We are ending our investigation. Miss X’s complaint is late. The Council has also taken appropriate action. We cannot achieve a worthwhile outcome from further investigation as we are unlikely to be able to achieve the remedy Miss X wants. The Information Commissioner is best placed to investigate Miss X’s complaint about her subject access request.

Southend-on-Sea City Council (25 009 668)

Statement Not upheld Residential care 10-Mar-2026

Summary: Mr X complained about the way staff at a care home dealt with the death of his father, Mr Y. He said they failed to tell him Mr Y was close to death and have misrepresented matters about Mr Y’s passing, causing uncertainty about the care Mr Y received. We have found no evidence of fault in the actions of the care home, and so the Council was not at fault.

Springcare (Bulwell) Limited (25 014 163)

Statement Closed after initial enquiries Residential care 10-Mar-2026

Summary: We will not investigate this complaint about the care received by the late Mr X in a nursing home, and a dispute about charges, as doing so would not lead to a worthwhile outcome. We could not now propose a remedy for any injustice to Mr X, and we would not be able to make recommendations regarding his estate. The Care Quality Commission has also already identified concerns within the home that require improvement, so investigation by us would not add to that.