Mrs X complained that she had been on the waiting list for intermediary services from the North Wales Adoption Service (hosted by the Council) since October 2020. Mrs X also complained that whilst her initial emails and concerns were responded to, the Council had not provided a response to her further emails.
The Council acknowledged that Mrs C’s complaint had not been escalated in accordance with its internal complaints policy. The Council agreed to complete the following in settlement of Mrs X’s complaint by 28 June 2022, as an alternative to the Ombudsman investigating it: a) Provide Mrs X with an apology for the delay in responding to her emails and for the failure to advise her on how to escalate her concerns b) Provide an explanation for this oversight c) Provide a commitment to reminding all staff of the process for complainants to escalate their concerns d) Provide a complaint response.