The Ombudsman's final decision
Summary: We will not investigate this complaint about missing items belonging to the complainant’s deceased mother. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. An investigation would be unlikely to add anything to the Care Provider’s response.
The complaint
The complainant, Ms X, complained about missing items belonging to her deceased mother, who was a resident of the Care Provider. Ms X is particularly concerned about a blanket which held great sentimental value. The Care Provider says it has looked for the blanket but cannot find it. The Care Provider has waived a bill of around £70 it said was outstanding.
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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the complainant and the Ombudsman’s Assessment Code.
My assessment
I recognise how important the issue at the heart of Ms X’s complaint is to her. But we will not start an investigation. This is because there is no realistic prospect of us being able to say what happened to the blanket. An investigation would be unlikely to add anything to the Care Provider’s response and we would not recommend any additional remedy. An investigation is not therefore appropriate.
Final decision
We will not investigate Ms X’s complaint because an investigation would be unlikely to add anything to the Care Provider’s response.
Investigator's decision on behalf of the Ombudsman