The Ombudsman's final decision
Summary: The complainant raised concerns about the care his father received at a care home. The Care Provider has waived outstanding charges to remedy the complaint. This is a satisfactory resolution for the complainant and no further action is needed from the Ombudsman.
The complaint
The complainant who I call Mr C, complains about services provided by Hamilton House, managed by Roseberry Care Centres (England) Ltd, the “Care Provider” to his father. Mr C says the care provided to his father was inadequate.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I spoke with Mr C and the Care Provider about the complaint. The Care Provider agreed to waive outstanding fees. Mr C is satisfied with the remedy offered and there is no ongoing injustice warranting an Ombudsman investigation.
Final decision
I have ended my investigation and uphold Mr C’s complaint. The Care Provider has taken action which has resolved the outstanding issue and no further action by the Ombudsman is needed.
Investigator's decision on behalf of the Ombudsman