The Ombudsman's final decision
Summary: We will not investigate this complaint about hearing aids going missing in a care home. It is unlikely we could achieve anything worthwhile or achieve the outcome requested as missing personal possessions are matters for insurers or the police.
The complaint
In short, Mrs X complains about her relative’s hearing aids going missing in their care home. Mrs X wants the care home to replace the hearing aids.
The Ombudsman’s role and powers
We investigate 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 an investigation if we decide there is no worthwhile outcome achievable by our investigation, or we cannot achieve the outcome someone wants.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
It is unlikely the Ombudsman would achieve anything worthwhile by investigating what happened to the hearing aids. The care home has advised Mrs X that it carried a full search of her relative’s room, interviewed staff on duty and reported the matter to the Police.
Mrs X is understandably aggrieved that her relative has been left without any hearing aids. However the Ombudsman’s role is to consider complaints about administrative failure and we do not investigate missing items and financial loss incurred. These are matters for insurers, the courts or the Police. It is unlikely the Ombudsman could link the missing hearing aids to fault by the Council, or the Care Provider on its behalf.
Final decision
We will not investigate Mrs X’s complaint because it is unlikely we would achieve a meaningful outcome or achieve the outcome requested.
Investigator's decision on behalf of the Ombudsman