Recent statements in this category are shown below:
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Suffolk County Council (24 014 812)
Statement Closed after initial enquiries Direct payments 20-Nov-2025
Summary: We will not investigate this complaint about how the Council supported Mrs X with direct payments. There is not enough evidence of fault to justify our involvement.
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Sheffield City Council (25 005 813)
Statement Closed after initial enquiries Direct payments 13-Nov-2025
Summary: We will not investigate Mr S’s complaint about the Council’s management of Ms X’s direct payments account. This is because an investigation would be unlikely to result in a different result.
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Cheshire East Council (24 016 532)
Statement Upheld Direct payments 12-Nov-2025
Summary: Ms Y complained on behalf of Miss X that the personal budget in her care plan did not meet her care and support needs. We find the Council at fault for not following the statutory guidance when it completed its assessment and care plan for Miss X, and for inadequate complaint handling. This caused significant distress and uncertainty. The Council has agreed to apologise, make a symbolic payment and make service improvements.
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Nottinghamshire County Council (24 001 173)
Statement Not upheld Direct payments 11-Nov-2025
Summary: Mrs X complained that the Council stopped her direct payments and significantly reduced her care support. We did not find fault in the way the Council carried out Mrs X’s care and support review process and stopped her direct payments.
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Hertfordshire County Council (24 021 129)
Statement Closed after initial enquiries Direct payments 10-Nov-2025
Summary: We will not investigate this complaint about the support provided to Miss X by Adult Social Care Services. This is because there is not enough evidence of fault to justify our involvement.
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Statement Upheld Direct payments 07-Nov-2025
Summary: Mrs D complained about the Council’s decision to request repayment of direct payments paid on behalf of her son, Mr X. We found the Council was at fault because it took over a year to raise concerns about how direct payments were spent and issue an invoice. This delay led to avoidable, unauthorised spending and caused distress and uncertainty. To remedy this injustice, the Council has agreed to apologise and reduce the invoice. It will also take action to ensure direct payments are properly monitored in future.
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Luton Borough Council (24 020 489)
Statement Upheld Direct payments 23-Oct-2025
Summary: Mr X complained about the way the Council dealt with his request for communication adjustments. We found fault in the way the Council responded to Mr X’s request. This fault caused Mr X injustice. The Council has agreed to apologise, review Mr X’s communication adjustments and update his records and pay him a symbolic distress payment. The Council has also agreed some service improvements to share learning from this complaint.
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Sandwell Metropolitan Borough Council (25 007 772)
Statement Closed after initial enquiries Direct payments 21-Oct-2025
Summary: We will not investigate Mr X’s complaint about the Council withholding information from a Care Company. This is because the Information Commissioner Office would be best placed to consider this complaint.
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Statement Not upheld Direct payments 15-Oct-2025
Summary: Mrs A complained about the care Somerset Council and Somerset NHS Foundation Trust provided to her daughter, Miss B, before her death. She complains the Council and Trust refused to provide funding for 24-hour care which Miss B needed, could not find Miss B a suitable care agency and tried to force the family to accept direct payments. Based on the evidence reviewed, we found no fault with the actions of the organisations.
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West Sussex County Council (25 006 362)
Statement Closed after initial enquiries Direct payments 15-Oct-2025
Summary: We will not investigate this complaint about how the Council has dealt with X’s backdated direct payments because there is insufficient evidence of fault to justify an investigation.