Ms X complained that the Council had failed to respond to the social services complaint she had submitted in January 2022.
In considering the complaint, the Ombudsman noted that the Council had sent an initial response but had failed to deal with Ms X’s concerns in accordance with the social services complaints process and had instead closed the case. In settlement of the complaint she asked the Council to undertake the following actions:
a) To contact Ms X within 15 working days to recommence the statutory complaints process.
b) To apologise to Ms X for closing her complaint.
c) To offer Ms X redress in the sum of £125 for her time and trouble in pursuing her concerns with this office, and for the resulting delay in pursuing her concerns under the statutory complaints process.