Source · SPSO (Scottish Public Services Ombudsman)

Falkirk Council

SPSO (Scottish Public Services Ombudsman) Upheld Reference 201104158 Sector Local Government Category complaints handling Decided 01 August 2012

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Complaint record keeping failures

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We upheld her complaint. We found that that the council had not responded reasonably to the complaints and that they did not provide responses or updates in line with their complaints procedure. We found that they unreasonably considered the complaints twice at the first two stages of the complaints procedure, and repeated incorrect statements about Miss C after they had apologised for this. We made recommendations for improvement.

Recommendations

We recommended that the council: apologise for failing to handle the complaints in line with their procedures; and take steps to ensure that they keep complainants updated when they are unable to respond to complaints within the published timescales.

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