Ms B complained that the Council had not responded appropriately to Multi-Agency Referral Forms (MARFs) relating to her son submitted since 2023. In addition, she said the Council had not provided a proper response to a complaint she had made.
The investigation found that the Council did respond appropriately to MARFs regarding her son. This part of Ms B’s complaint was not upheld.
It found that the Council did not respond appropriately to Ms B’s complaint, specifically her request for a Stage 2 response. This part of Ms B’s complaint was upheld.
The Council agreed to apologise to Ms B and to ensure that all relevant officers are familiar with guidance on handling complaints and what constitutes a complaint.