Mrs A complained about the Council’s Stage 2 investigation including the rejection of her complaints by the Stage 2 Independent Investigation Officer (“IIO”) without the Council having provided evidence.
The Ombudsman was critical of the shortcomings identified in the Stage 2 investigation given the resulting loss of trust and confidence that this had caused Mrs A. As part of an early resolution, the Council agreed to offer Mrs A and her husband a fulsome written apology for the shortcomings in the Stage 2 investigation and communications with her. It will also share the concerns about the Stage 2 investigation with the IIO and the Independent Person (who signed off the findings) as part of wider learning.
The Council also agreed to remind its staff of the importance of documenting decisions and following this up in writing with the service user.
