Report Date


Case Against

Carmarthenshire County Council


Services for older people

Case Reference Number



Early resolution

Miss X complained on behalf of her mother about the findings of the Independent Investigator who was tasked with undertaking a Formal Investigation of a complaint made to Carmarthenshire County Council about various issues relating to her late grandmother.

The Ombudsman found that the Independent Investigator had concluded that there were no shortfalls in communication between the Council and Miss X in respect of her grandmother’s health and welfare. In support of her complaint, Miss X provided evidence to support that her mother had not received copies of all written communication sent by the Council, which had only been sent to Miss X’s aunt. He found that this evidence contradicted the findings of the Independent Investigator.

The Ombudsman sought and gained the Council’s agreement to apologise to Miss X and her mother for its failings and to pay her redress of £250 for the time and trouble taken in her submitting a complaint.