Summary: We will not investigate this complaint about adult social care provision because, it is unlikely we could add to the Care Provider’s investigation or reach a different outcome.

The complaint

1. Ms B says items of her mother’s jewellery are missing, and the Care Provider has not completed a thorough investigation or reached an acceptable conclusion. The family are upset by the loss of the sentimental items, which would eventually pass down to grandchildren.

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The Ombudsman’s role and powers

2. The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or may decide not to continue with an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6))

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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’s mother (Mrs C) lived at a Methodist Homes residential care home. Mrs C went to hospital, and from there moved to another care home. When Ms B went to collect Mrs C’s belongings from the Methodist Homes care home, she discovered none of Mrs C’s jewellery was there. The Care Provider says the room was locked while Mrs C was not there.
6. The Care Provider has searched the care home, including in other residents’ bedrooms. Ms B has checked jewellery in the safe. Unfortunately, the Care Provider cannot locate the missing items.
7. The Care Provider has asked Ms B to send a descriptive list of the missing items so it can continue to look for them and has sent Ms B a claims form to make an insurance claim. The Care Provider has apologised for the loss of the personal items, and the pain this has caused. The Care Provider cannot find evidence of theft and has advised Ms B to contact the Police.
8. I appreciate Ms B remains unhappy because the items have not been found, and that is distressing. However, the Care Provider has appropriately investigated the concerns. It is unlikely there would be available evidence for the Ombudsman to add to the investigation or reach a different outcome to find the items are missing because of Care Provider fault. Ms B suspects the items are stolen; it would be appropriate to report a concern of theft to the Police to investigate as a criminal matter.

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Final decision

9. We will not investigate Ms B’s complaint because it is unlikely we could add to the Care Provider’s investigation or reach a different outcome.

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Investigator's decision on behalf of the Ombudsman