The local government Ombudsman has accused a Leicester care company boss of sending ‘intimidating, abusive and threatening emails’ to an elderly woman who complained about the service provided to her and her husband.
The owner of Pine View Care Homes initially responded to the family’s complaint suggesting they were only complaining to get out of paying outstanding fees.
They were told: ‘families like yours disgust me, as soon as there is an invoice to pay, all the complaints come out, no complaints were made when [Mr C] was a resident but as soon as he leaves and I ask for the invoices to be paid, this is what we get. Disgusting.’
The family complained to the Ombudsman but when he informed the owner that a complaint had been made, the owner again wrote to the family, this time saying: ‘I am not interested in excuses, get the invoice paid. You have seven days.
‘With regard to complaining, you can complain to whoever you want, does not bother me in the slightest…I will send collectors in if this is not paid.’
After the Ombudsman again wrote to the company informing it about its enquiries, it sent two further emails on the same evening stating: ‘Let’s not play your silly games. Pay up or I will seize goods from your mother’s property with an extra £800 costs. Do the correct thing and pay.’
The Ombudsman’s initial investigation found the provider’s response to the family’s complaint had caused an injustice. It recommended the provider apologise and pay them £150 for the distress caused.
It has refused to do so.
Local Government and Social Care Ombudsman Paul Najsarek branded the response as ‘contemptuous’.
He has issued a rare ‘adverse findings notice’ against the provider and said he would take the case up with the Care Quality Commission.
He said: ‘The words of the company owner speak for themselves – he has shown a complete lack of maturity and professionalism in his responses to this family’s concerns.
‘Instead of investigating their complaint and responding rationally, he instead sent them intimidating, abusive and threatening emails suggesting they were at fault.
‘He then further escalated the threats when the family exercised their right to bring their complaint to my office.’
Mr Najsarek added: ‘How an organisation responds to complaints, both from clients and to enquiries from my office, says a lot about the culture in which it operates.
‘I am disappointed to see such contemptuous responses from a registered provider and will be sharing these findings with the care regulator, the Care Quality Commission.’
