The Ombudsman's final decision
Summary: We will not investigate this complaint about a care home losing Mr X’s hearing aids. This is because the care home has already agreed to pay Mr X a financial remedy for the loss of his hearing aids and has agreed to pay for a replacement.
The complaint
Mr X complains on behalf of his father, Mr Y. Mr X says Mr Y’s care home lost his hearing aids. Mr X says his father paid for the hearing aids and so has suffered a financial loss.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code and Guidance on Remedies.
My assessment
Mr X’s care home have offered to pay for Mr X’s new hearing aids. The care home have also offered to pay Mr X £800 to acknowledge the impact of the loss of the hearing aids.
Mr X has had temporary hearing aids for most of the period although these are not of the same standard as those that have been lost.
The care home’s offer to replace Mr X’s hearing aids and pay him a financial remedy is a suitable way for any injustice he has been caused. This is in line with our Guidance on Remedies. This takes account of the fact Mr X had temporary hearing aids for most of this period. Therefore there is nothing further we can achieve from an investigation.
Final decision
We will not investigate Mr X’s complaint because the care home has already provided a suitable remedy and there is nothing further we can achieve.
Investigator's decision on behalf of the Ombudsman