Ms A complained that the Isle of Anglesey Council failed to follow its complaints procedure when it declined to investigate her complaint about the failure to take appropriate action in response to her safeguarding concerns.
The Ombudsman decided that the Council correctly informed Ms A that it could not accept her complaint under the Social Services Complaints Procedure, and that it was unable to share or disclose some information to Ms A. The Ombudsman also decided that the Council failed to consider that it could respond to aspects of Ms A’s complaint under its Corporate Complaints process. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 1 week, offer Ms A an apology, acknowledge the complaint that can be considered under the Corporate Complaints policy, and offer to provide a response in line with that procedure.