Mr A complained, on behalf of Miss B, that the Council had not provided an appropriate written response following the resolution of Miss B’s complaint.
The Ombudsman found that whilst meetings had taken place with the team manager and social worker to discuss Miss B’s complaint, she was not provided with an appropriate written response, which set out the terms of the resolution agreed, in accordance with policy.
The Ombudsman sought and gained the Council’s agreement to issue a letter to Mr A, within 2 weeks, to apologise for failing to provide an appropriate complaint closure letter. The Council also agreed to issue a letter to Mr A, within 4 weeks, setting out the actions that have been taken to ensure appropriate letters are being issued, which provide the agreed terms following the resolution of a complaint.