Services for vulnerable adults (eg with learning difficulties. or with mental health issues) : Flintshire County Council Report Date 16/07/2025 Case Against Flintshire County Council Subject Services for vulnerable adults (eg with learning difficulties. or with mental health issues) Case Reference Number 202500718 Outcome Early resolution Mrs A complained, on behalf of her daughter, about Flintshire County Council’s (“the Council”) Adult Social Services department. Her daughter had been sent a demand for payment towards care costs, but had not been provided with any letter or explanation about the charges, or the need to contribute.
The Ombudsman found that this was a longstanding issue, which Mrs A had raised with the Council in December 2024. Although her correspondence was considered as a complaint at that time, the Council was unable to evidence that a response was provided. The Council had considered the complaint under its own complaint policy, rather than in accordance with the statutory Social Services Complaints Procedure. This caused significant stress to Mrs A and her daughter. The Ombudsman decided to settle the complaint without an investigation.
The Council agreed to, within 4 weeks, write to Mrs A with an apology for the failure to formally respond to her concerns, investigate her complaint and provide a formal complaint response under the Social Services Complaints Procedure (Wales) Regulations.