LGO Individual Decisions

Summary: Miss Y complained the Care Provider failed to refund all the fees her mother, Mrs X, overpaid after she transferred from private to council funding in 2023. The Care Provider delayed refunding Mrs X for nearly two years and has not refunded everything Mrs X overpaid. This caused a financial loss to Mrs X and avoidable frustration, time and trouble to Miss Y. The Care Provider agreed to refund the rest of the fees Mrs X paid and to review its process for when people move from private to state funding.

Summary: Mrs X complained about the quality of care provided to her late mother Mrs Y at a care home. We have ended our investigation as there is no worthwhile outcome we could achieve by further investigating this complaint.

Summary: Mr X complained that the care provider failed to respond to his requests to settle his late father’s account. The care provider has now resolved the payments. I find the care provider took too long to respond to Mr X’s reasonable requests. It should apologise to him, offer a sum which recognises the time, trouble and frustration he was caused by its delay, review its complaint processes and its adherence to the guidance on fee notification.

Summary: We cannot investigate this complaint about adult social care provided in Scotland.