Ms A complained on behalf of her client that he was dissatisfied with Ceredigion County Council’s Stage 2 complaint response. She said that her client was concerned about some of the information contained in the Council’s report and how he had been communicated with. Her client was also unhappy with some of the wording used and he wanted clarity on some of the explanations the Council had provided.
The Ombudsman decided that the Council had not offered Ms A’s client the opportunity to discuss the contents of its response, in line with the Social Services Complaints Procedure (Wales) Regulations (2014). She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to offer Ms A’s client an apology and an opportunity to meet to discuss the contents of the complaint response, within 10 working days