Mr A complained that Flintshire County Council (“the Council”) had not actioned Ms B’s request to escalate her complaint about care received by her father, Mr C, to stage 2 of the complaints procedure despite her request for escalation.
The Ombudsman found that the Council had not followed it’s complaints procedure and had not actioned Ms B’s request for a stage 2 complaint investigation.
The Ombudsman decided to settle the complaint without an investigation on the basis that within 2 weeks of issuing the decision the Council would: • Write to Ms B confirming that it has escalated her complaint to stage 2 of the Social Services complaint procedure and explain what will happen next.