Report Date


Case Against

Caerphilly County Borough Council


Services for older people

Case Reference Number



Early resolution

Miss A complained that she was dissatisfied with domiciliary care services being provided to her mother and that Caerphilly County Borough Council failed to carry out an independent investigation into her concerns.

The Ombudsman decided that despite Miss A’s requests to escalate her concerns, the Council did not proceed to Stage 2 of the Social Services Complaints Procedure. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement within 20 working days, to offer Miss A an apology and £50 redress for the mishandling of her complaint, to proceed with an independent investigation, and to ensure that relevant staff are aware of the Council’s Social Services Complaints Policy Process.