Mr A complained about the actions of Caerphilly County Borough Council in the exercise of its social services functions. The Council investigated Mr A’s concerns under its corporate complaints policy.
The Ombudsman decided that the Council should have investigated Mr A’s complaint in line with The Social Services Complaints Procedure (Wales) Regulations 2014 and the Council’s own policies. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, contact Mr A to apologise that it did not correctly investigate his concerns in the first instance, and agree to reconsider the concerns he raised in his submission.