Payment disincentives for vulnerable patients
NHS payment mechanisms that inadvertently disincentivise local systems from prioritising or providing adequate care for hard-to-reach patients.
363 items
8 sources
4 inquiries
Source spread
Where this theme appears
Payment disincentives for vulnerable patients has been flagged across 8 independent accountability sources:
20 inquiry recs
14 PFD reports
16 committee recs
1 CQC action
9 NAO recs
1 IMB rec
71 PHSO decisions
231 LGO/SPSO decisions
When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
Inquiry Recommendations (20)
30 — Enhance Professional Standards Unit independence and seniority
Recommendation: The Home Office must: take steps to enhance the independence of the Professional Standards Unit from the Home Office and the perception of this independence; and increase the seniority of the Head of the Professional Standards Unit so that they …
Gov response: The government does not accept this recommendation. The government stated: 'The seniority of the Head of the PSU will not be changed.' The government expressed confidence in existing ACAS Code compliance and PPO escalation routes.
Not Accepted
BRIS-142 — Prioritise quality and safety for specialist services; fund patient travel and accommodation
Recommendation: Where the interests of securing quality of care and the safety of patients require that there be only a small number of centres offering a specialist service, the requirements of quality and safety should prevail over considerations of ease of …
Unknown
HIA-4 — Compensation as Lump Sum Payment
Recommendation: We therefore recommend that compensation should take the form of a lump sum payment.
Gov response: No formal government response published.
Accepted
IR2-9 — Status of Awards and Legal Rights
Recommendation: I recommend that, with reference to the status of awards: a) eligible infected and affected persons should not be required to accept the offer of an award in full and final settlement of any right to pursue legal actions related …
Gov response: In line with recommendations 9 and 10 of the Second Interim Report, acceptance of an award does not require applicants to waive their right to pursue litigation. In defined circumstances, if an infected person's condition …
Accepted
IR2-8 — Tariff-Based Compensation Framework
Recommendation: I recommend that the Government should approve a scheme setting out a framework of tariff based compensation for eligible infected and affected persons, at rates which broadly take account of but are not limited by current practice in courts and …
Gov response: In line with recommendation 8 of the Second Interim Report, the Scheme will use a tariff-based framework to calculate the amount of compensation payable to those eligible. In practice, this means that compensation will be …
Accepted
IR2-6 — Categories of Loss and Award Heads
Recommendation: I recommend that the appropriate award in any case should be composed under the following categories of loss, applicable to both eligible infected and affected persons: a) an Injury Impact Award for past and future physical and mental injury, emotional …
Gov response: With respect to recommendation 6 of the Second Interim Report, the Government has accepted the Inquiry's recommended categories of award, and has therefore designed the Scheme to award compensation to include the following: Injury Impact …
Accepted
IR2-4 — Affected Persons Categories
Recommendation: I recommend that the following relevant affected persons should be admitted to the scheme: a) spouses, civil partners and long term cohabitees (for at least one year in the case of the latter) of living or deceased eligible infected persons; …
Gov response: With respect to recommendation 4 of the Second Interim Report, for those who have been affected by this scandal, affected persons will be eligible where their case is linked to that of an eligible infected …
Accepted
IR2-3 — Standard of Proof and Automatic Eligibility
Recommendation: As above, save that (a) the last bullet point should read: "eligibility is accepted if the information available points towards eligibility and the opposite cannot be shown to be more likely" and (b) eligibility should be automatic for individuals already …
Gov response: The Government acknowledges the further distress and trauma that can be caused to those applying for compensation, and so the Scheme has been designed to minimise the burden on applicants whilst protecting against fraud. People …
Accepted
IBI-1 — Compensation Scheme
Recommendation: My principal recommendation remains that a compensation scheme should be set up now
Gov response: The Infected Blood Compensation Authority (IBCA) was established through the Victims and Prisoners Act 2024. Scheme regulations came into force August 2024 with first payments made December 2024. As of October 2025, over £1.35 billion …
Accepted
IBI-A-9a — Bereaved Partner Support Scheme
Recommendation: The IBSS cut-off date of 31 March 2025 be reviewed, that the scheme should as soon as possible reinstate support payments to partners bereaved after 31 March 2025 until such time as they receive compensation and that they should have …
Gov response: In his oral evidence to the Inquiry, the Minister for the Cabinet Office agreed to look again at the 31 March 2025 'cut-off' date for bereaved partners to join an Infected Blood Support Scheme. The …
Accepted
In progress
IBI-A-8b — Affected Estates
Recommendation: The Regulations be amended such that where someone who would be an eligible affected person dies between 21 May 2024 and 31 December 2029, their claim does not die with them but becomes part of their estate.
Gov response: In his oral evidence to the Inquiry, the Minister for the Cabinet Office agreed to look again at how the Scheme compensates the estates of affected people. The Inquiry originally recommended that it was beyond …
Accepted
In progress
IBI-A-7a — Unethical Research Award
Recommendation: Where there is evidence that an individual was the victim of unethical research practices IBCA should be authorised to make an unethical research practices award to that individual.
Gov response: The issue of unethical research is one of the most shocking areas of this scandal. In his oral evidence to the Inquiry, the Minister for the Cabinet Office agreed to look again at how the …
Accepted in Part
In progress
IBI-A-6b — Exceptional Loss Evidence
Recommendation: The Cabinet Office consult on whether the evidential requirements for exceptional reduced earnings are likely to prove a barrier to people who have sufficient evidence that their eligibility for such an award could with confidence be established on a balance …
Gov response: The exceptional loss award which is part of the supplementary route provides additional compensation for those infected people who would have received higher pay if it were not for their infection. The Government commits to …
Accepted in Part
In progress
IBI-A-6a — Financial Loss and Care
Recommendation: "x" be removed from the equation set out in Regulation 7.
Gov response: The Inquiry has raised concerns regarding the calculation of past care and financial loss awards for those who choose to continue receiving support scheme payments. The Inquiry has recommended that a formula in the regulations …
Accepted in Part
In progress
IBI-A-4e — Evidence of Diagnosis Date
Recommendation: Regulation 14(2)(c) be amended to remove the requirement for evidence of the date of diagnosis of Hepatitis B or C. An appropriate redraft to achieve this would be: "where the diagnosis mentioned in sub-paragraph (a) is one of HIV, the …
Gov response: In order to aid processing of claims quicker, the Government has accepted the Inquiry's recommendation to remove the requirement for people with Hepatitis B or C to evidence their date of diagnosis with those infections …
Accepted
In progress
IBI-A-4d — Deeming of Severity Bands
Recommendation: Where the level of severity of a person's infection at Level 3 or more has been established to IBCA's satisfaction in relation to a given year, but it is not known when it reached Level 3 or more, the legislative …
Gov response: The Government acknowledges the concerns that the Inquiry has set out regarding the mechanism for determining the number of years a person with Hepatitis was likely to have spent at particular severity bands when there …
Accepted
In progress
IBI-A-4c — Effective Treatment - Earnings Floor
Recommendation: For the calculation of Financial Loss awards for Hepatitis B, people born after 1953 should be treated like those born in or before 1953 on provision of evidence that their health did not improve or that it remained difficult to …
Gov response: The Government acknowledges the concerns raised by the Inquiry regarding the calculation of financial loss awards for individuals with Hepatitis B or C. Currently the amount awarded is determined partially by reference to the introduction …
Accepted
In progress
IBI-A-4b — Special Category Mechanism
Recommendation: The Government reconsider whether to maintain its rejection in February 2025 of the recommendations of Sir Robert Francis KC and advice from the Infected Blood Inquiry Response Expert Group of August 2024, which was expressly accepted at the time by …
Gov response: In his oral evidence to the Inquiry, the Minister for the Cabinet Office agreed to look again at how the Scheme reflects the existing Special Category Mechanism and its equivalents. The England Infected Blood Support …
Accepted in Part
In progress
IBI-A-4a — Interferon Treatment Impacts
Recommendation: People infected with Hepatitis B or C who have received a course of treatment with or based on interferon should be recognised as entitled to core awards at Level 3.
Gov response: The impact of interferon treatment on those infected with Hepatitis B or C often resulted in severe side effects, both psychological and physical. The Inquiry recommended that more be done to recognise the impact of …
Accepted in Part
In progress
IBI-A-3a — HIV Eligibility Start Date
Recommendation: An amendment to the Regulations be made as soon as possible to remove the reference to 1 January 1982 from Regulation 3.
Gov response: In his oral evidence to the Inquiry, the Minister for the Cabinet Office agreed to look again at the Scheme's eligibility criteria for people infected with HIV. The Inquiry went on to recommend that the …
Accepted
In progress
PFD Reports (14)
Nathaniel Phillips
Concerns: Brittle asthma, a life-threatening condition, is not covered by medical exemption certificates, causing patients to miss medication due to cost and preventing GPs from escalating care.
Response (Department of Health): The Department of Health acknowledges the coroner's concerns regarding brittle asthma not being covered by medical exemption certificates. It explains existing routes to exemption and refers to GMC guidelines on …
Responded
Kristian Jaworski
Concerns: A presumption in favour of vaginal delivery, partly driven by cost, needs to be re-evaluated to ensure patient safety and appropriate medical decision-making.
Response (Department of Health): The Department refers to existing Royal College of Obstetricians and Gynaecologists (RCOG) guidelines on operative vaginal delivery and General Medical Council (GMC) guidance on record keeping, but does not commit …
Responded
Cerith Pugh
Concerns: Referrals to consultants were inappropriately handled by middle-grade doctors, and essential liver function tests were declined due to a rigid demand management policy, lacking a mechanism for clinical override.
Response (University health Board): The University Health Board has asked consultants to review their practice regarding consultant referrals. Medical staff have also been reminded that clinically justified test requests should be undertaken regardless of …
Responded
Elaine Talbot
Concerns: General practitioners lacked direct urgent access to CT scanning, unlike those in neighboring areas. This commissioning issue risks delaying diagnoses and potentially impacting patient outcomes.
Overdue
Barbara Ellis
Concerns: A patient with cross-border care arrangements was unable to access therapeutic services because her healthcare was commissioned by one county and social care by another.
Overdue
Alan MacDonald
Concerns: A non-medically qualified counsellor charged an inpatient for non-treatment visits and failed to advise them on financial alternatives, revealing a systemic omission in Addcounsel's practices.
Response (Addcounsel): Addcounsel has changed its system so that clients are discharged entirely to the care of the service deemed more suitable and only case manages clients to whom they are delivering …
Responded
Michael Spencer
Concerns: A specific drug (Andexanet alfa) to reverse potentially fatal bleeding caused by Factor Xa inhibitor anticoagulants is not available in the UK, even for compassionate use.
Overdue
William Abrahams
Concerns: The current AAA screening program excludes individuals over 65 at its introduction, and the "opt-in" nature for asymptomatic conditions may hinder participation, risking undetected aneurysms.
Response (NHS England): NHS England London Region Public Health Commissioners will continue to support London AAA screening programmes to improve men's awareness of their options to attend screening. Targeted work with GPs in …
Responded
Danyon Chesters
Concerns: Significant delays in accessing NHS mental health services led to fragmented private care, lack of information sharing between professionals, and private therapists not reviewing medication, impacting the deceased's treatment.
Response (Department of Health and Social Care): The Department acknowledges the concerns raised and explains the NHS's role in commissioning services and targets for psychological therapies. They reference guidance for therapists on managing client confidentiality and risk, …
Responded
Clive Rivers
Concerns: Hospital policy prevented inpatient COVID-19 vaccination, and discharge delays led to infection. The discharge assessment failed to consider the patient's rapid COVID-19 decline vulnerability, resulting in an unsafe return to isolated accommodation.
Response (NHS England): NHS England explains that vaccinations were initially prioritized for staff, discusses discharge policies aligned with national guidance, and highlights the use of Criteria to Reside for discharge decisions, with efforts …
Response (Department of Health Social Care): The Department of Health and Social Care extends condolences and explains the JCVI's role in vaccine prioritisation, highlighting the initial focus on reducing mortality and protecting healthcare staff. It also …
Responded
Neil Hickman
Concerns: Ferritin levels were not routinely measured in patients receiving frequent platelet transfusions, risking undetected iron overload, largely due to a lack of funding for chelation therapy.
Response (Kent and Canterbury Hospital): The hospital has implemented a policy that all Myelodysplastic Syndrome patients undergoing frequent red cell transfusions and being referred for a bone marrow transplant will have their ferritin levels measured.
Overdue
Amanda Hesketh
Concerns: The practice failed to systematically review patients on multiple repeat analgesics or create individual plans, relying on repeat prescriptions without specialist input. There were also concerns about limited access to specialist pain clinics and underutilization of practice pharmacists for complex pain management.
Response (Department of Health and Social Care): The Department of Health and Social Care highlights existing support for pharmacists in General Practice via Primary Care Networks (PCNs) and the Additional Roles Reimbursement Scheme (ARRS). It also mentions …
Response (Donneybrook Medical Centre): Donneybrook Medical Centre has categorised and prioritised patients receiving repeat prescriptions of multiple analgesics with assistance from the Medicines Optimisation Team. A plan has been put in place to introduce …
Responded
Gregor Lynn
Concerns: A cost barrier in private healthcare discourages patients from crucial histological analysis of lesions, unlike NHS treatment where it's included, risking delayed cancer detection for those not meeting NHS referral criteria.
Response (Cambridgeshire and Peterborough): NHS Cambridgeshire and Peterborough Integrated Care Board have signposted all GPs working for the NHS within to guidance on detection of skin cancers, reminded them to refer any skin lesions …
Response (NHS England): NHS England stated that the ICS have reminded all GPs within Cambridgeshire and Peterborough Integrated Care System of the guidance on skin cancers, shared the benign skin lesion policy, and …
Response (Department of Health and Social Care): The Department of Health and Social Care acknowledged the concerns and stated that NHS England has responded to the coroner in detail. They reiterated the importance of patient safety and …
Responded
Peter Fanning
Concerns: Insufficient radiology slots for feeding tube replacements caused week-long delays and suboptimal nutrition for complex patients. There was also a lack of clear procedures for maintaining nutrition during these delays.
Response (University Hospitals Birmingham NHS Foundation Trust): The Trust has increased interventional radiology capacity from one to four lists per week across its sites and increased the number of consultants able to provide this service to three. …
Responded
Committee Recommendations (16)
#4 — Review NHSE payment systems and processes to incentivise local systems supporting hard-to-reach patients.
Recommendation: In some cases, NHSE’s payment mechanisms can mean that local systems do not receive financial recognition when they prioritise hard-to-reach patients. GP surgeries receive a payment for every child vaccination. This vaccination funding mechanism favours areas where parents are more …
Gov response: The government agrees with the Committee’s recommendation. deprivation and health inequalities. Areas with populations of relatively greater deprivation and higher premature mortality receive a relatively higher level of funding to recognise greater need and help …
Accepted
#119 — Cash remains essential for vulnerable groups, as digital solutions may not ensure full financial inclusion.
Recommendation: Cash is an enduring payment method that many people prefer to use and on which people who do not have equal access to non-cash payment methods rely. Although technology may progress further and reduce the number of people who rely …
Gov response: The Government recognises the importance of cash for the millions of people across the UK who continue to use it, including those who may be in vulnerable groups or face difficulties in accessing alternative payment …
Accepted
#20 — Provide free over-the-counter medication for low-income patients through Pharmacy First scheme.
Recommendation: To avoid patients continuing to use GPs for support that could be offered in a community pharmacy setting because of concerns about the affordability of over-the- counter medication, we recommend that such medication is free for people on low incomes, …
Gov response: Partially Accept There is no charge connected to accessing Pharmacy First for support on one of the seven specified conditions. If the outcome of a Pharmacy First consultation is a supply of a prescription only …
Partially Accepted
#20 —
Recommendation: We were concerned that some energy customers have been disproportionately affected by the energy crisis. For example, we noted that some vulnerable customers rely on prepayment meters but it costs more to administer the cost of energy paid by prepayment …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: March 2023 5.2 The government is committed to using all the levers available to it to make sure that vulnerable customers benefit from the …
Not Addressed
#5 —
Recommendation: It is unacceptable that many vulnerable customers, on top of having to pay higher energy prices, face extra challenges working with energy suppliers and accessing benefits designed to help people with their energy bills. Vulnerable customers are most exposed to …
Gov response: The government agrees with the Committee’s recommendation. vulnerable customers benefit from the energy support available to them. Under the Energy Bills Support Scheme (EBSS), households have started to receive £400 off their energy bills since …
Accepted
#21 —
Recommendation: We asked Ofgem what it was doing to support vulnerable customers. Some stakeholders criticised Ofgem’s decision to add the SOLR cost levy to the electricity standing charge when customers cannot influence this cost by reducing their energy usage. Ofgem told …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: March 2023 5.2 The government is committed to using all the levers available to it to make sure that vulnerable customers benefit from the …
Accepted
#3 —
Recommendation: We also recommend that the Department then needs to redesign the financial incentives in the healthcare system so that local authorities do not seek to ‘offload’ autistic people and people with learning disabilities onto the NHS or place these individuals …
Gov response: We agree with this suggestion. We are working to make sure people get the right support to live independently in their community. We want to make changes to the law to improve mental health support …
Under Consideration
#23 — Free' specialised devices create perverse financial incentives, conflicting with clinical judgement.
Recommendation: NHSE described how it has established an evidence base for which specialised products are best to use (formerly known as high cost tariff excluded devices and now known as the Specialised Services Devices Programme). NHSE explained in written evidence that …
Gov response: 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 6.2 NHS SC engages clinicians in all sourcing decisions. Lead trusts are used to ensure the voice of the clinical workforce is at the forefront …
Accepted
#29 — NHS England made £1.3 million ineligible payments to suspended practitioners, with minimal recovery.
Recommendation: NHS England can make payments to medical practitioners who have been suspended, in accordance with the relevant statutory regulations and conditions. The C&AG qualified his opinion on NHS England’s accounts for the second time, as a result of it making …
Gov response: 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 6.2 A new process to assess the eligibility and the amount payable in relation to suspended practitioners was implemented on 1 April 2024. This new …
Accepted
#6 — Implement planned changes to control framework to prevent further ineligible payments by summer 2024.
Recommendation: NHS England again made payments to suspended GPs who were not eligible to receive them and has failed to adequately recover these overpayments. NHS England has made overpayments worth £1.3 million to suspended medical practitioners since 2017–18, just £33,000 of …
Gov response: The government agrees with the Committee’s recommendation. basis to recover the amounts overpaid where work is already underway. NHS England will retain oversight of the progress made in relation to the recoveries agreed.
Accepted
#16 —
Recommendation: There are 6 million people on the waiting list for elective care.36 NHSE&I told us it intends to focus on those with the highest clinical need and priority, and especially in the immediate period, those who have waited the longest …
Not Addressed
#1 —
Recommendation: We welcome the changes to the process for accessing benefits via the special rules for terminal illness, specifically replacing the six month rule with 12 months.
Gov response: Health assessments for benefits 5 IPRs are not conducted to investigate a customer’s death, but provide an internal, high- quality investigation to ensure the Department continuously learns from where the customer experience has fallen short …
Under Consideration
#31 — NHS England faces challenges in fully recovering identified overpayments from 2022-23.
Recommendation: We asked NHS England whether it was pursuing recovery of the overpaid amounts identified in 2022–23. NHS England told us that it was still seeking to recover more of the overpayments, but that it did not think that it would …
Gov response: 6.4 The government agrees with the Committee’s recommendation. Target implementation date: September 2024 6.5 Our acceptance of the recommendation relates to cases for which there is a legal basis to recover the amounts overpaid where …
Partially Accepted
#30 — NHS England establishing a national team to enhance controls over suspension payments.
Recommendation: We asked NHS England why it did not have adequate controls in place to prevent ineligible payments of this nature and what controls it was putting in place to ensure that this does not happen again. NHS England confirmed that …
Gov response: 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 6.2 A new process to assess the eligibility and the amount payable in relation to suspended practitioners was implemented on 1 April 2024. This new …
Accepted
#32 — Develop solutions to counter school incentives biasing pupils towards academic routes.
Recommendation: The Department should develop potential solutions to the problem of schools being incentivised to encourage pupils to follow academic routes. As a first step, it must ensure that Ofsted are giving appropriate weight to employment and vocational routes when looking …
Gov response: On all Ofsted school inspections, inspectors assess the quality of careers provision and how well it benefits pupils in choosing and deciding their next steps. As set out in the school inspection handbook, inspectors will …
Partially Accepted
#30 — Schools are incentivised to bias pupils towards academic routes over vocational pathways.
Recommendation: Simply informing pupils of the options available is not enough to tackle the fundamental bias towards academic routes still seen in many schools. As long as 52 Careers Education, Information, Advice and Guidance schools are incentivised to steer pupils towards …
Gov response: On all Ofsted school inspections, inspectors assess the quality of careers provision and how well it benefits pupils in choosing and deciding their next steps. As set out in the school inspection handbook, inspectors will …
Not Addressed
NAO Audit Recommendations (9)
NHS financial management and sustainability
The Department and NHSE&I should develop a coherent long-term capital strategy, based on a long-term capital settlement, to support the development of The NHS Long Term Plan. This should include establishing a transparent, simplified, needs-based mechanism for prioritising, accessing and …
Accepted
NHS financial management and sustainability
The Department and NHSE&I should develop a better understanding of how much of the deficits in trusts in severe financial difficulties are down to structural issues that cannot be addressed by local health systems and develop a plan to address …
Accepted
NHS financial management and sustainability
As part of these wider financial reforms to establish a more stable funding system, the Department should put in place an alternative support system to provide assistance to the most financially distressed organisations, stop issuing loans where there is no …
Accepted
NHS financial management and sustainability
The Department and NHSE&I should redesign the financial architecture to promote the behaviours that will be needed to achieve The NHS Long Term Plan. It should draw on the lessons from previous schemes which have not worked, such as the …
Accepted
The Restart scheme for long‑term unemployed people
f) continuously improve its use of Payment by Results using its open book accounting provisions. It should review the incentives in its payment by result contracts and seek to refine these for future programmes, to reduce the extent to which …
Partially accepted
Introducing Integrated Care Systems: joining up local services to improve health outcomes
c) by April 2023, NHSE should set out plans to identify unavoidable cost differences in the provision of healthcare by different trusts and take account of them in the formula for allocating funding to ICBs. This should include a timetable …
Accepted
The energy supplier market
c) undertake a review of the costs and benefits of the price cap to inform decisions about the operation of the cap and alternative forms of price protection. This should include consideration of whether alternative types of price cap, such …
Accepted
Support for pupils with special educational needs and disabilities in England
The Department should review the incentives in the funding arrangements and the accountability system, and make changes that encourage and support mainstream schools to be more inclusive in terms of admitting, retaining and meeting the needs of pupils with SEND, …
Accepted
Investigation into NHS Property Services Limited
The Department and national bodies should: c) examine ways to encourage occupiers and local health economies to take greater ownership of paying for the Service’s estate.
Accepted
PHSO Casework Decisions (71)
P-004778 — The Dudley Group NHS Foundation Trust
Mrs E complains that the Trust stopped her routine podiatry treatment without prior notice and offered no alternative options or referrals. She says she was advised to seek private care, which she cannot afford as she receives Universal Credit.
NHS in England
Feb 2026
P-001129 — University Hospitals Birmingham NHS Foundation Trust
Mr E complained on behalf of his mother, that University Hospitals Birmingham NHS Foundation Trust quoted a charge of £900 for treatment, but then charged £6029.30 after discharge.
NHS in England
Oct 2021
P-001579 — NHS Surrey Heartlands
Mr N complains that his wife did not receive the continuing healthcare funding she was entitled to between 1 October 2019 and 22 April 2020.
NHS in England
Oct 2022
P-003246 — NHS England
Mr A complains NHS England’s independent review panel (IRP) upheld the ICB’s decision that his late mother was not eligible for NHS funded continuing healthcare (CHC) when it assessed her care needs on 7 October 2022.
NHS in England
Dec 2024
P-003226 — NHS England - South - South East (Local …
Ms R complains about the IRP’s consideration of the ICB’s decision to not uphold her appeal for retrospective CHC funding for her mother.
NHS in England
Dec 2024
P-003292 — University Hospitals Plymouth NHS Trust
Dr Y complains that the Trust failed to tell him that when his son turned three months old, his care became chargeable as an overseas patient. He says the Trust did not tell him until his son was about two years old and it has now asked for a backdated …
NHS in England
Not Upheld
Jan 2025
P-004412 — Royal Devon University Healthcare NHS Foundation Trust
Mrs A complains about a Trust in the Devon area (the Trust). She says the Trust incorrectly charged her mother for Acute Healthcare At Home (AHAH) care without consent in January 2024.
NHS in England
Dec 2025
P-004669 — NHS England
Mrs L complains NHS England's independent review panel upheld the ICB's decision that her husband, Mr E was not eligible for NHS continuing healthcare funding.
NHS in England
Jan 2026
P-004671 — Lancashire and South Cumbria Integrated Care Board
Mr Q complains the ICB refused to complete a retrospective review for his late mother. He also complains the ICB failed to complete the Decision Support Tool (DST) on the correct document, and an outcome letter was not provided, denying the family the right to appeal.
NHS in England
Jan 2026
P-001145 — Nottingham and Nottinghamshire CCG
Mr M complained that the CCG will no longer fund his treatment for back pain.
NHS in England
Oct 2021
P-001163 — Cambridgeshire and Peterborough CCG
Mr E complains about the Cambridgeshire and Peterborough Clinical Commissioning Group’s (the CCG) decision to refuse to fund a removal of an obstructive lipoma on his right breast.
NHS in England
Oct 2021
P-003055 — Department for Work and Pensions
Mr A complains that since August 2021 the DWP failed to pay him the correct amount of rent through an Alternative Payment Arrangement (APA).
UK Government
Oct 2024
P-001769 — Royal Berkshire NHS Foundation Trust
Dr R complains about the Trust’s decision to charge for fertility treatment. He says the Trust did not find out if the treatment would be funded by the NHS first and later billed them for treatment they had so far. He complains the Trust was intimidating when chasing payment and …
NHS in England
Jan 2023
P-003876 — Barts Health NHS Trust
Ms I complains the Trust charged her to have an urgent defibrillator fitted in July 2022. She says the Trust said she was not resident in the UK at the time and was not entitled to free NHS healthcare.
NHS in England
Sep 2023
P-002470 — Guy's and St Thomas' NHS Foundation Trust
Mrs Y complains the Trust refused funding for a dental implant in May 2023, when it previously funded dental repairs after an accident.
NHS in England
Feb 2024
P-002821 — Hertfordshire and West Essex Integrated Care Board
Ms O complains the ICB agreed to refund nursing fees for her mother but then refused to issue payment.
NHS in England
Jul 2024
P-003013 — NHS England
Miss D complains NHS England’s independent review panel (IRP) wrongly upheld NHS North East and North Cumbria ICB’s decision that Mrs T was not eligible for CHC funding between 1 January and 20 July 2017. She also complains about NHS North East and North Cumbria ICB’s handling of her concerns …
NHS in England
Oct 2024
P-004099 — NHS England
Mr Y complains NHS England did not recommend his wife was eligible for NHS funded continuing healthcare.
NHS in England
Sep 2025
P-001285 — A medical practice in the Warwickshire area
Mr A complained about the care and treatment he received from a medical practice in the Warwickshire area, from 2012 onwards. He complained the Practice refused to prescribe him with his preferred diabetes testing strips, refused to refer him to the diabetic clinic at the hospital, and have incorrectly recorded …
NHS in England
Jan 2022
P-001520 — Nottingham and Nottinghamshire Integrated Care Board
Mr P complains that the ICB refuses to retrospectively assess a continuing healthcare funding application.
NHS in England
Aug 2022
P-001573 — NHS England
Mr U complains NHS England’s Independent Review Panel (IRP) did not find his mother, Mrs U, eligible for NHS funded continuing healthcare (CHC) for the period 6 October 2010 to 8 June 2014.
NHS in England
Oct 2022
P-001583 — Cambridgeshire and Peterborough Integrated Care System
Mrs A complains the ICS will not repay her legal fees for pursuing the NHS funded continuing healthcare (CHC) appeals process
NHS in England
Oct 2022
P-001690 — NHS England
Mr W complains about NHS England's independent review panel decision to uphold his late father's ineligibility for continuing healthcare funding between March and November 2016.
NHS in England
Oct 2022
P-001835 — NHS England
Mrs L complains NHS England’s Independent Review Panel (IRP) upheld the decision that her husband, Mr L, was not eligible for NHS continuing healthcare (CHC) funding for the period 6 November 2017 to 10 October 2019.
NHS in England
Nov 2022
P-001736 — Integrated Care Northamptonshire
Mrs B complains on behalf of her daughter, Miss B, that the ICB refused to fund a specialised bike in October 2020. Mrs B asked the ICB to reconsider its decision and it failed to do this.
NHS in England
Jan 2023
P-001838 — Suffolk and North East Essex Integrated Care Board
Mr O complains the ICB refused to award continuing healthcare funding (CHC) to his wife, Mrs O. He feels that regulations were breached and assessments were carried out incorrectly, resulting in Mrs O only receiving NHS-funded Nursing Care.
NHS in England
Jan 2023
P-001787 — Humber and North Yorkshire Integrated Care Board
The legal firm complains the ICB is acting against the National Framework by refusing to do a checklist or decision support tool for Mrs A, unless instructed by the care home. It also complains the ICB has refused an appeal of the NHS-funded nursing care review in July 2020 and …
NHS in England
Feb 2023
P-002040 — North Central London Integrated Care Board
Care Fee Recovery complains on behalf of Mr I about the interest level paid on retrospectively funded continuing healthcare (CHC) fees for Mrs T. It also complains a positive checklist was completed but a full assessment for CHC funding was not completed.
NHS in England
Jun 2023
P-002366 — NHS England - South (regional office)
Mrs J complains about NHS England's decision that her husband was not eligible for NHS continuing healthcare funding.
NHS in England
Dec 2023
P-002930 — NHS Surrey Heartlands
Mr U complains NHS Surrey Heartlands ICB should have accepted he had a clinical need and provided him a new insulin pump from October 2022 to May 2024.
NHS in England
Sep 2024
P-003333 — A dental practice in the Blackburn area
Mrs F complains that instead of trying to resolve her denture problems, her dentist recommended she pay for the treatment again privately instead of on the NHS.
NHS in England
Feb 2025
P-003368 — NHS England
Mrs Q complains NHS England’s independent review panel (IRP) wrongly upheld NHS Bristol, North Somerset and South Gloucestershire ICB’s decision that Mrs A was not eligible for CHC funding between 27 January and 27 October 2021.
NHS in England
Feb 2025
P-003926 — NHS England Midlands and East
Mrs O complains about the outcome of the Independent Review Panel on 25 March 2024 to consider the integrated care board’s decision that her mother was not eligible for NHS continuing healthcare (CHC) funding.
NHS in England
Sep 2025
P-004005 — NHS England
Mr K complains that NHS England’s independent review panel (IRP) upheld the local integrated care board’s decision that his mother, Mrs V, was not eligible for NHS continuing healthcare (CHC).
NHS in England
Sep 2025
P-004374 — University Hospitals of Leicester NHS Trust
Mr S complains University Hospitals Leicester NHS Trust has charged him for a planned heart surgery on his newborn son, L, without notifying him of the charge in advance.
NHS in England
Nov 2025
P-004417 — Lincolnshire Integrated Care Board
Mr L complains the ICB incorrectly declined two individual funding requests for a vasectomy reversal.
NHS in England
Nov 2025
P-004471 — Salisbury NHS Foundation Trust
Dr D attended the ED with concerns about his heart. He was not admitted and paid privately for treatment.
NHS in England
Dec 2025
P-004544 — The Dudley Group NHS Foundation Trust
Ms A complains about the overseas visitor charges she received.
NHS in England
Dec 2025
P-004705 — NHS England
Mr E complaints about NHS England's independent review panel upheld the ICB's decision that his mother, Mrs A was not eligible for NHS continuing healthcare funding.
NHS in England
Jan 2026
P-004711 — Mersey and West Lancashire Teaching Hospitals NHS Trust
Mr A complains about the service he has received from the Trust to manage stage four arthritis in his hip. He says the Trust were delayed in providing injections, and has also delayed in arranging surgery for him by providing ineffective pain management.
NHS in England
Jan 2026
P-001161 — NHS England - North (regional office)
Mr D complained about NHS England and its decision to accept the recommendation of an Independent Review Panel that his mother was not eligible for CHC funding.
NHS in England
Oct 2021
P-001188 — NHS England - North (regional office)
Mrs U complained about NHSE's consideration of her mother's eligibility for CHC funding between January 2010 and November 2012.
NHS in England
Nov 2021
P-001201 — NHS England - North - Lancashire and Greater …
Mrs T complained NHS England’s Independent Review Panel upheld East Lancashire CCG’s decision that her late mother was not eligible for NHS continuing care.
NHS in England
Nov 2021
P-001206 — NHS England - Midlands and East (regional office)
Mr N and Mrs O complained that NHS England's Independent Review Panel said their mother, Mrs K, was not eligible for 100% funded NHS Continuing Healthcare between January 2008 and November 2011.
NHS in England
Not Upheld
Nov 2021
P-001235 — Northamptonshire Clinical Commissioning Group
Mrs I complains that Northamptonshire CCG has not provided her with adequate financial redress following its decision that her late husband was eligible for NHS continuing healthcare (CHC) funding. She says the CCG refused to reimburse all of the 'post-death' fees the care home charged her after Mr I died.
NHS in England
Upheld
Dec 2021
P-001228 — NHS England and Northern, Eastern and Western Devon …
Mr R complained NHS England’s independent review panel (IRP) upheld Devon Clinical Commissioning Group’s (CCG) decision that his wife, Mrs R, was not eligible for NHS continuing healthcare (CHC) funding.
NHS in England
Dec 2021
P-001234 — NHS England
Mr O complains about NHS England’s decision to not arrange a full independent review panel to consider Derby and Derbyshire CCG’s decision that his father was not eligible for NHS continuing healthcare funding.
NHS in England
Dec 2021
P-001328 — Bath and North East Somerset Swindon and Wiltshire …
Mrs H complained about Bath and North East Somerset, Swindon and Wiltshire Clinical Commissioning Group's decision not to fund breast surgery on the NHS.
NHS in England
Mar 2022
P-001649 — Cambridgeshire and Peterborough Integrated Care System
Miss O complains about the ICS's decision to decline her application for excess skin to be removed from her body.
NHS in England
Dec 2022
P-001398 — Department for Work & Pensions
Mrs O complains on behalf of Mr O that the DWP failed to take into consideration his terminal ill diagnosis and severe ill health when pursuing an overpayment of pension credit.
UK Government
Partly Upheld
May 2022
LGO / SPSO Decisions (231)
23-012-780 — Kent County Council
Summary: Ms F complained that her mother was wrongly charged a contribution to her residential care fees from 2002 to 2021 when she was entitled to free mental health aftercare. She also complained that the Council had not explained how it had calculated the refund or whether it had included …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2024
21-004-194 — Stockport Metropolitan Borough Council
Summary: The Council was at fault, because it did not offer the complainant’s mother an affordable care home placement, before asking her to pay a top-up towards her mother’s fees. This meant the top-up arrangement did not adhere with the statutory guidance. The Council has agreed to remedy the injustice …
LGO (Local Government & …
Adult Care Services
Upheld
Mar 2022
21-012-692 — Trafford Council
Summary: Mr X complained about the Council’s failure to tell him he had to make a financial contribution towards the cost of his care at home. He also complained about being charged for care he did not receive. We have found the Council to be at fault because it sent …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2022
21-011-082a — NHS Sussex Integrated Care Board (21 011 082a)
Summary: Ms D complains the Council and NHS Sussex refuse to pay for the full cost of her mother, Ms M’s, mental health aftercare. We have upheld the complaint and recommended remedies for Ms M and service improvements for the organisations. The Council and NHS Sussex accept our recommendations, so …
LGO (Local Government & …
Health
Upheld
Sep 2022
21-011-082 — East Sussex County Council
Summary: Ms D complains the Council and NHS Sussex refuse to pay for the full cost of her mother, Ms M’s, mental health aftercare. We have upheld the complaint and recommended remedies for Ms M and service improvements for the organisations. The Council and NHS Sussex accept our recommendations, so …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2022
22-006-241 — London Borough of Sutton
Summary: The Council did not compel Mr X to accept care or tell him there was a compulsory care order. The Council recognises it could have taken a decision sooner about Mr X’s capacity to make his own decisions about his care and offers to credit some months of care …
LGO (Local Government & …
Adult Care Services
Upheld
Dec 2022
23-014-091 — West Sussex County Council
Summary: Mrs X complained about the Council’s decision to charge her mother, Mrs Y, for her care and support, after first saying there would be nothing to pay. We did not find the Council said Mrs Y would not have to pay for her care and support. However, we found …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2024
24-005-784 — Dorset Council
Summary: We will not investigate Mrs X’s complaint that the Council’s financial assessment was wrong. There is not enough evidence of fault to justify an investigation.
LGO (Local Government & …
Adult Care Services
Sep 2024
24-021-990 — West Sussex County Council
Summary: We will not investigate this complaint about failure to complete the checklist for NHS continuing healthcare funding. We have no powers to investigate NHS matters, so cannot achieve the wanted result of backdated NHS funding. It is also unlikely we would find enough evidence of fault in the Council’s …
LGO (Local Government & …
Adult Care Services
Jun 2025
24-001-073 — London Borough of Haringey
Summary: the Council delayed in carrying out a financial assessment and then failed to take Ms X’s needs into consideration when it sent her forms to complete. The Council’s error in chasing a debt which was already paid caused additional stress and anxiety. The Council will now apologise to Ms …
LGO (Local Government & …
Adult Care Services
Upheld
Dec 2024
24-012-182 — Kingston Upon Hull City Council
LGO (Local Government & …
Adult Care Services
Upheld
25-003-724 — Pressbeau Ltd
LGO (Local Government & …
Adult Care Services
24-021-599 — Rochdale Metropolitan Borough Council
LGO (Local Government & …
Adult Care Services
Upheld
21-005-322 — Dorset Council
Summary: Mrs X complained about the Council’s handling of her father’s financial assessment in December 2020. There was fault in the way the Council decided that gifts to great grandchildren amounted to a deprivation of assets and it will reconsider that decision. There was also an initial failure to explain …
LGO (Local Government & …
Adult Care Services
Upheld
Jan 2022
21-000-911 — Lincolnshire County Council
Summary: Ms X complains the Council was at fault as it did not communicate her mother, Mrs Y would be required to contribute towards a domiciliary care service. The Council has accepted it was at fault. It has apologised and offered to withdraw the invoice for the charges incurred. This …
LGO (Local Government & …
Adult Care Services
Upheld
Jan 2022
21-000-261 — Essex County Council
Summary: the complainant, Ms X complained the Council failed to honour its commitment to fund her mother’s care in a care home the Council arranged for the family. This led to the family incurring a large debt. The Council said it provided the family with full details of the charges, …
LGO (Local Government & …
Adult Care Services
Upheld
Jan 2022
20-005-997 — Conifers Care Homes Ltd
Summary: Mrs X complains the Care Provider failed to reduce her late mother’s care fees when it successfully applied for Funded Nursing Care contributions. The Care Provider said it did not charge for services covered by the Funded Nursing Care contribution and so it has not overcharged for its services. …
LGO (Local Government & …
Adult Care Services
Upheld
Feb 2022
21-017-364a — Birmingham Community Healthcare NHS Trust (21 017 364a)
Summary: We will not investigate a complaint about the Trust not being clear with Mrs N about Mrs O’s diagnosis and the refusal by the Council to pay for care fees. Mrs N wants compensation, and it is reasonable for her to pursue this by making a legal claim against …
LGO (Local Government & …
Health
Apr 2022
21-010-785 — Staffordshire County Council
Summary: We will not investigate this complaint about care fees. There is insufficient evidence of fault with how the Council calculated the fees originally. The Council’s mistake to correctly apply the increased fees benefitted Mr X for 4 years. The Council is no longer pursuing the backdated fees. Any fault …
LGO (Local Government & …
Adult Care Services
Upheld
Apr 2022
20-013-004 — Hampshire County Council
stop payments, and that it has not reviewed Mr B’s needs. The Council is at fault because it did not try to contact Mr B’s representatives as it should have done, it stopped payments without ensuring Mr B’s care needs were still met and has delayed reviewing Mr B’s needs. …
LGO (Local Government & …
Adult Care Services
Upheld
Apr 2022
21-014-642 — Lincolnshire County Council
Summary: The Council was at fault, as it invoiced for more hours of care than were provided for several reasons. The Council has credited the service user for the hours of care that were not provided and this is a satisfactory remedy to the complaint.
LGO (Local Government & …
Adult Care Services
Upheld
May 2022
22-002-717 — London Borough of Hillingdon
Summary: We will not investigate Ms B’s complaint about money she says the Council owes her late mother’s, Mrs D’s, estate. This is because the Council has now considered the complaint and reimbursed Mrs D’s estate with monies owed. The injustice caused by the fault has now been remedied.
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2022
21-017-426 — Blackpool Borough Council
Summary: Ms B complained on behalf of her mother, Mrs X, that the Council failed to send deferred payment agreement forms after she moved into residential care and failed to advise her that she could claim Attendance Allowance. We found the Council delayed in sending the deferred payment agreement form …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2022
21-006-380 — RBL Field House Care Ltd
Summary: Ms D complained the care provider increased the charges for her mother’s care without following the process set down in the contract. And that the increase was not justified. She said that as a result Ms X was charged too much and was threatened with eviction when they did …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2022
22-006-453 — Southampton City Council
Summary: Mr X complained the Council wrongly declined his application for a toll bridge fee exemption. He said the Council did not consider his application as someone with a mental health disability in the same way as it would consider an application from a person with a physical disability. Mr …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2022
23-019-120 — Warrington Council
Summary: We will not investigate Ms X’s complaint about the Council’s decision that the setting up of a family trust amounted to a deprivation of assets. The Council has agreed to make a payment to recognise the uncertainty caused by its delay in making the decision. There is insufficient evidence …
LGO (Local Government & …
Adult Care Services
Upheld
May 2024
23-005-398 — Sefton Metropolitan Borough Council
Summary: Mrs X complained about how the Council funded her father, Mr Y’s, mental health aftercare. There was some fault in how the Council made its decision not to backdate Mr Y’s personal budget in 2022, but this did not affect the outcome. However, the Council also failed to take …
LGO (Local Government & …
Adult Care Services
Upheld
May 2024
23-011-946 — Cambridgeshire County Council
Mrs C complained her family was not properly advised about the charges involved in securing a placement for her mother in a residential care home.
LGO (Local Government & …
Adult Care Services
Upheld
May 2024
24-000-844 — Staffordshire County Council
Summary: We will not investigate this complaint about the Council’s decision to not reimburse the complainant for alleged overpayments his family made in meeting his late mother’s care needs. This is because the complaint concerns historical events since 2010 and is therefore late. The passage of time means there is …
LGO (Local Government & …
Adult Care Services
May 2024
23-020-906 — Cornwall Council
Summary: We will not investigate Mr and Mrs X’s complaint about the lack of information about the costs of Mrs Y’s residential care. This is because the Council paid Mrs Y’s care fees initially, and later reduced the amount due for the chargeable days by £200, which is an appropriate …
LGO (Local Government & …
Adult Care Services
Upheld
Jun 2024
23-015-210 — London Borough of Havering
Summary: Mr X complains the Council failed to provide him and Ms Y with information about possible charges for her residential care leading to a debt causing distress. We have found no evidence of fault in the way the Council considered these matters. So, we have completed our investigation.
LGO (Local Government & …
Adult Care Services
Not Upheld
Aug 2024
23-019-863 — Royal Borough of Kingston upon Thames
Summary: We will not investigate Ms X’s complaint about the Council’s decision there was a deprivation of assets. This is because there is insufficient evidence of fault.
LGO (Local Government & …
Adult Care Services
Aug 2024
22-011-518-report — Coulson & Collins Care Home Ltd
The Local Government and Social Care Ombudsman investigated a complaint about Coulson & Collins Care Home Ltd. We found the care provider did not correctly record and refund an overpayment for the complainant’s late father’s care, incorrectly charged an administration fee, and delayed responding to her. It means her father’s …
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2024
24-005-242 — Surrey County Council
Summary: We will not investigate Mr X’s complaint that the Council failed to tell him he might be charged for his care. The Council has waived some of the charges. An investigation would not lead to a different outcome.
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2024
24-004-797 — Southampton City Council
Summary: We will not investigate this complaint about the Council including a home’s value in a financial assessment for social care charges. We cannot achieve more about the Council’s delay and its misdirecting Miss X to the wrong Council procedure. The Council properly reached its decision not to disregard the …
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2024
24-005-281 — Royal Borough of Windsor and Maidenhead Council
Summary: We will not investigate Mrs X’s complaint about the Council’s refusal to pay her mother’s full care home fees and its decision that her mother can be safely moved to a cheaper care home. This is because the Council agreed to resolve the complaint early by providing a proportionate …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2024
24-001-518 — Cornwall Council
Summary: Mrs X said the Council’s handling of Mr X’s added care costs after he left hospital was unnecessarily time consuming, caused distress and significantly affected her finances. We found there was avoidable delay by the Council and a failure to properly process Mrs X’s complaint about the costs. To …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2024
23-019-512 — Manchester City Council
Summary: Mr X’s representative complained the Council wrongly charged him for a contribution to his residential care fees when he was entitled to free mental health aftercare. His representative also complained about how the Council calculated an interest refund payment on the amount Mr X paid. The Council has accepted …
LGO (Local Government & …
Adult Care Services
Upheld
Sep 2024
24-020-940 — East Sussex County Council
Summary: We will not investigate Mr X’s complaint about the Council’s charges for commissioned respite care for him and his wife Mrs X, and the information it gave about its charging. There is not enough evidence of fault by the Council to warrant an investigation.
LGO (Local Government & …
Adult Care Services
May 2025
24-020-473 — Luton Borough Council
Summary: We will not investigate Mr X’s complaint about the Council allowing his late sister to deal with his mother’s financial affairs even though she had special needs. This is because there is insufficient evidence of fault.
LGO (Local Government & …
Adult Care Services
May 2025
24-015-692 — Suffolk County Council
Summary: Mrs X complains about how the Council carried out financial assessments for her sons, Mr Y and Mr Z. Mrs X says this has resulted in them being charged for care. We find fault with the Council for its communication about charges, and its consideration of Mrs X’s complaint. …
LGO (Local Government & …
Adult Care Services
Upheld
May 2025
24-000-859 — Somerset Council
Summary: Mrs Z complained the Council has wrongly withdrawn Mrs Y’s care package, without properly considering how her needs will be met until her land can be sold. We found the Council’s decision to immediately end Mrs Y’s care package and seek to recover all costs incurred since April 2023 …
LGO (Local Government & …
Adult Care Services
Upheld
May 2025
25-002-654 — Blackpool Borough Council
We will not investigate this complaint about a care home commissioned by the Council charging additional fees to Mrs X. This is because the complaint is late and there are no good reasons to exercise discretion to investigate it. We also will not investigate the complaint about the Council not …
LGO (Local Government & …
Adult Care Services
Aug 2025
25-001-752 — Roseberry Care Centres (England) Ltd
Summary: We will not investigate this complaint about an increase in care home fees. There is not enough evidence of fault by the care provider.
LGO (Local Government & …
Adult Care Services
Oct 2025
24-023-411 — Norfolk County Council
Summary: There was no fault by the Council. The Council gave the correct advice on care funding on the information it received from the family before the care assessment was carried out and then carried out a financial assessment without fault. There was minor delay in carrying out the financial …
LGO (Local Government & …
Adult Care Services
Not Upheld
Nov 2025
25-007-934 — London Borough of Bromley
Summary: We will not investigate this late complaint about the Council’s charges for arranging a care service for Mrs X. There is not a good reason for the delay in complaining to the Council and then the Ombudsman about the matter.
LGO (Local Government & …
Adult Care Services
Nov 2025
24-020-403 — Redwood Tower UK Opco 2 Limited
Summary: Mrs X complained Avery Healthcare (the care provider) failed to promptly tell her of the fees payable and invoices for Mrs Y’s care when she became self-funding. She also complained the care home charged for care not needed or provided. Mrs X said the care home caused distress and …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2025
24-002-360 — Birmingham City Council
Summary: Ms X said the Council was not providing the property protection service Mr Z was paying for and its failure to do so might affect Mr Z’s ability to meet his care costs. We found fault in the Council’s service delivery but it did not cause Mr Z significant …
LGO (Local Government & …
Adult Care Services
Upheld
Oct 2024
24-001-994 — Midshires Care Limited
Summary: The care provider did not apply the contract terms properly and has now agreed to refund the relevant notice period. The care provider has also now apologised to Mrs X for its handling of this matter and offered a sum recognising the time, trouble and distress she was caused …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2024
24-009-444 — London Borough of Hillingdon
Summary: We will not investigate Mr X’s complaint about the Council’s delay in carrying out a financial reassessment for his mother, Mrs Y, after her husband died. This is because there is insufficient evidence of fault to justify our involvement.
LGO (Local Government & …
Adult Care Services
Nov 2024