Report Date


Case Against

Caerphilly County Borough Council


Services for People with a disability inc DFGs

Case Reference Number



Early resolution

Mrs X said that her daughter had attended a particular day care centre for many years. Following the national lockdown, the Council informed her that her daughter could not return. Mrs X complained that the alternative day care centre offered would not meet her daughter’s needs.

The Ombudsman found that the Council had previously responded to Mrs X’s concerns, but there was scope to escalate her complaint to stage 2 under the Social Services Complaints Procedure (Wales) Regulations 2014.

The Ombudsman sought and gained the Council’s agreement to appoint an Independent Person to investigate the concerns raised.