Ms A complained about the care provided to her late father by the Care Home following an incident.
The Ombudsman found that the Care Home had followed its Safeguarding Policy, however it had failed to provide a complaint response to Ms A. She said this caused uncertainty and frustration for Ms A and she decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Care Home’s agreement to, within 4 weeks, offer an apology to Ms A for failing to provide a complaint response and to issue a complaint response.