Mr A complained that Neath Port Talbot Council (“the Council”) declined to investigate his Stage 2 complaint about Children’s Services.
The Ombudsman decided that there were aspects of Mr A’s complaint that fell under the restrictions the Council set out when it informed him that it would not investigate his complaint. The Ombudsman also decided the Council had not considered whether it could respond to some aspects of Mr A’s complaint under its Social Services Representations and Complaints Policy. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, offer Mr A an apology, reconsider whether his points of complaint should have been considered under the Policy and to issue a response explaining the Council’s decision.