Mr W complained about whether Estyn’s investigation into his complaint at Stage 2 of its complaints procedure was completed reasonably and in accordance with its ‘Complaint Handling Procedure 2021’.
The Ombudsman found that Mr W’s complaint was not investigated in accordance with Estyn’s Complaint Handling Procedure 2021 which states that Estyn will ‘investigate once, investigate well’. Whilst the Stage 2 response that Mr W received was comprehensive in many respects, it did not accord fully with relevant guidance. This was a failure which amounts to maladministration. It was an injustice to Mr W who has incurred time and trouble in bringing a complaint to the Ombudsman. The Ombudsman upheld Mr W’s complaint Estyn agreed to contact Mr W and apologise for not adhering to guidance in the investigation of his complaint, to establish the issues he considers to be outstanding and provide him with a response to these in line with relevant guidance. It also agreed to ensure that staff comply with its complaint handling guidance, including recording any deviations from guidance and, if it has not done so already, to review relevant aspects of its complaint handling guidance.