‘The final indignity’ – Families battle to claw back care home cash

The final indignity: Families battle to reclaim care home cash

Frustration over financial disputes grows

Families in Scotland are confronting a care home operator over withheld deposits, with some claiming up to £19,000 was not returned after moving into the facility. Relatives of 10 former residents reported spending months, or even over a year, to recover the funds they believed were rightfully theirs. The operator, Morar Care Group, has faced allegations of mismanaging payments, including so-called “initial fees” paid by self-funding residents.

Legal threats and BBC investigation

The care home operator labeled the accusations as “incorrect and misleading” and warned families of potential legal action for participating in the BBC’s undercover program, *Disclosure: Cashing in on Care*. Legal representatives sent letters to families, warning that the claims could harm the company’s reputation if aired. The home in question, Castlehill in Inverness, was central to the investigation and had previously received an improvement notice from the Care Inspectorate. It later rebranded as Morar Highland, now rated adequate.

A year later, the payment is settled

One family’s struggle reached its climax after a prolonged fight. Victoria Hogg, whose husband Keith passed away in June 2023, described the ordeal as “a phenomenal amount of money.” She had paid £24,000 upfront, including £16,000 as a deposit, for his care at Harbour House in Musselburgh. Despite her efforts, the estate remained unpaid for over a year and a half. “Nothing about grieving your partner dying is nice, but you shouldn’t have added complications,” she said. The money was finally repaid in January 2025, though no apology was offered.

“I just wanted to close this down and I couldn’t. I got to the point where I finally got angry, because I felt as though they were just stringing us along.”

Concerns about care and financial practices

Several families raised issues beyond the financial dispute, citing concerns about the quality of care. Retired nurse Jacqueline Banks shared her aunt Caitriona MacMillan’s experience at Morar’s Oakeshott House in Stirling. “They didn’t give my aunt adequate pain relief at the end of her life,” she said. The Care Inspectorate confirmed eight complaints about her treatment, including failures in pain management. After Caitriona’s death in August 2023, Jacqueline turned to a debt collector to recover £9,600 owed, which succeeded almost a year later.

“What concerns me is, there must be elderly people in these homes who don’t have families to fight their claim.”

Vulnerable families face exploitation

While most families praised the care their loved ones received, the financial struggles underscored a deeper issue. Self-funded residents, who rely on personal savings for care costs, often find themselves in disputes over deposits and fees. With around 11,500 individuals in Scotland in this situation, the lack of transparency has sparked outrage. For Victoria, the experience left a lasting impression: “I would never, ever recommend anybody to deal with Morar, ever.” The cases highlight the challenges families face when trying to assert their rights during times of vulnerability.