Mrs A complained about the length of time her mother had been waiting for Flintshire County Council to arrange a care package. She also complained that the Council had rejected her request to escalate the complaint to Stage 2 of the complaints procedure.
The Ombudsman found that whilst the Council had responded to Mrs A’s complaint, it had not provided a Stage 2 response as would normally be required.
The Ombudsman contacted the Council and it agreed to, within 20 working days respond in writing to the to 4 aspects of the complaint, detailed in Mrs A’s submission to the Ombudsman. The Ombudsman considered this to be an appropriate resolution and did not investigate.