Summary: We will not investigate this complaint about adult social care provision at home and recording contact information. This is because the complainant took more than 12 months to come to the Ombudsman from the time they knew of their concerns. We do not consider there are enough grounds to consider this late complaint.

The complaint

1. Ms B complains about a care provider acting on behalf of the Council to provide adult social care to her relative, Ms C. Ms B says the care provider failed to tell Ms B when Ms C became ill, went to hospital, and died. Ms B is traumatised at not saying goodbye and the thought of Ms C dying alone.

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The Ombudsman’s role and powers

2. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council/care provider has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms B has known of the events complained of for more than 12 months, since Ms C died in June 2023. Although Ms B is distressed by the events this does not give the Ombudsman grounds to consider this complaint now.

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Final decision

6. We will not investigate Ms B’s complaint because it is a late complaint in accordance with paragraph two, and there are no grounds to consider the complaint now.

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Investigator's decision on behalf of the Ombudsman