Mr Z complained that Powys County Council did not escalate his Social Services complaint to Stage 2 when he asked them to.
The Ombudsman found that the Council’s actions did not comply with the requirements set out in The Social Services Complaints Procedure (Wales) Regulations 2014. The Ombudsman found that this caused frustration and inconvenience to Mr Z and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 1 week, provide Mr Z with an apology, information on how the complaint will be investigated, information about the Independent Investigator, a formal written record of the complaint and an invitation to comment on its accuracy.