on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Adult care services > Charging Decision : Closed after initial enquiries Decision date : 18 Feb 2026
The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint about a delay in carrying out an adult social care assessment and adult social care charges. This is because her complaint is late and we have seen no reason why she could not have come to us sooner.
The complaint
Miss X complains that the Council mishandled her late grandmother’s care because it delayed carrying out care assessments.
Miss X said that after her grandmother died, the care home pursued her for unpaid care fees but they have now stopped contacting her about it.
She said she did not complain to us sooner because of grief and distress.
The Ombudsman’s role and powers
The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by Miss X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complains about the Council’s handling of her late grandmother’s care assessments and the unpaid care home fees that she incurred.
Miss X became aware of the matters she complains of in 2022. I can see she complained to the Council in October 2022. The Council responded in November 2022. Miss X did not complain to us until 2025.
Final decision
We will not investigate Miss X’s complaint. We acknowledge her distress at the loss of her grandmother, however, we will not investigate her complaint because it is late and we have seen no reason why she could not have come to us much sooner.
Investigator's decision on behalf of the Ombudsman