Mrs A complained about the care provided to her late mother at the Care Home where she resided. Mrs A was dissatisfied with the Care Home’s complaint response and contacted the Council about her concerns. Mrs A complained to the Ombudsman that the Council re-directed her back to the Care Home, and said that it would consider the issues she raised at the next inspection.
The Ombudsman decided that the Council should have acknowledged and accepted Mrs A concerns within the formal complaints process. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to acknowledge and respond to the complaint in line with The Social Services Complaints Procedure (Wales) Regulations 2014, within 1 month.