Social Services – Children: Swansea Council Report Date 28/05/2026 Case Against Swansea Council Subject Social Services - Children Case Reference Number 202508499 Outcome Early resolution Mr A complained about the Council’s complaint handling, lack of communication and that his original complaint had not been resolved.
The Ombudsman found the Council’s complaint handling to be poor and that the matter had not been fully resolved. The Ombudsman considered this caused Mr A frustration due to a lack of progression in the matter he complained about and decided to settle the complaint without an investigation.
The Ombudsman gained the Council’s agreement to within 1 week, write to Mr A apologising for not escalating the complaint to the Statutory Stage 2 Social Services Complaints Process and explain the reasons why, confirm to Mr A that an independent investigator will be appointed, offer £150 financial redress in recognition of the delay and confirm that the Council will write to him once an independent investigator has been appointed. Additionally, within 6 weeks the Council agreed to an independent investigator issuing a complaint response.