Mrs F complained that Ceredigion County Council declined to investigate her complaint about a commissioned care provider because it was satisfied with the care provider’s complaint response.
The Ombudsman decided that the Council had not fulfilled its duty to accept Mrs F’s complaint in line with the Social Services Complaint Procedure. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to establish Mrs F’s outstanding concerns within 20 working days and to provide an appropriate complaint response.