Services for older people
Vale of Glamorgan Council
Miss A complained that Vale of Glamorgan Council had failed to obtain a care package for her mother and had not progressed her complaint to the second stage of the statutory complaints procedure.
The Ombudsman decided that the Council had delayed progressing the complaint and this had caused frustration for Miss A. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Miss A, offer her redress for the inconvenience in contacting the Ombudsman and progress the stage two complaint investigation by appointing an Independent Investigator to undertake it within one month.