Mrs A complained that the Council charged an incorrect invoice for her husband, Mr B’s, ongoing care after he was discharged from Hospital.
The Ombudsman was concerned that Mrs A considered that the Council provided her with incorrect information regarding the charges as it had identified errors in its complaints response, which the Ombudsman said caused frustration and confusion to Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement that, within 4 weeks, it would provide Mrs A with a letter clearly stating the outstanding balance and explain how this balance was calculated.