Mr C complained that the Caerphilly County Borough Council had not taken appropriate action in response to safeguarding concerns he raised on behalf of his relative, Mr A.
The Ombudsman decided that the Council had not handled Mr C’s complaints in accordance with its procedures. The Council had not properly considered Mr A’s wish for Mr C to act on his behalf, or his views on the complaint. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to share the outcome of her consideration with the complaints team, to promote understanding regarding consent. The Council also agreed to provide feedback to Social Services to ensure that service users’ wishes are sought appropriately.