Ms E complained that Ceredigion County Council forced her mother into a residential care home without consent and is now attempting to reclaim the costs incurred.
The Ombudsman found that the Council failed to investigate the concerns Ms E raised under its complaints process advising her instead that it was properly made decision. The Ombudsman decided that the Council could not determine that it was a properly made decision without a formal investigation. This caused additional frustration and inconvenience to Ms E.
The Ombudsman sought and gained the Council’s agreement to apologise to Ms E and log the concerns as a formal complaint, acknowledging receipt within 5 working days The Council also agreed to issue Ms E a £50 payment for the inconvenience.