202409638
Summary (the SPSO's words)C, an advocate, complained on behalf of A, who has looked after their grandchild (B) since an incident when B …
SPSO (Scottish Public Services Ombudsman) decision
Falkirk Council
Decided 1 October 2021
Reference 201911424
Outcome: Upheld
Sector: Local Government
Category: Complaint handling
Body on this site: Falkirk Council
Original decision on the SPSO (Scottish Public Services Ombudsman) website ↗ All SPSO decisions
Themes assigned by this site (AI-generated): Complaint record keeping failures
Full decision
Decision (the SPSO's words)
We found that the council failed to acknowledge the complaint within the timeline as set out by the Model Complaints Handling Procedure. The council failed to update C while they were waiting for the council’s response, and the length of time it took for the council to provide a response was excessive and unreasonable.
As such, we upheld this complaint. Due to the learning and actions taken by the council after they issued their response we did not make recommendations as appropriate action had already been taken.
Related reading
View Decision Report 201911424 as a PDF (23.95 KB) Updated: October 20, 2021
From: SPSO (Scottish Public Services Ombudsman), decision 201911424, 1 October 2021