Mr X complained about the actions of a social worker from Caerphilly County Borough Council. He also complained about the way in which his complaint had been handled by the Council.
The Ombudsman found that the Council had failed to properly escalate Mr X’s complaint to Stage 2 of its Social Services Complaints Procedure. She said that this caused frustration for Mr X.
The Ombudsman sought and gained the Council’s agreement to write to Mr X within 2 weeks to apologise for failing to properly escalate his complaint and to confirm to him that his complaint has been escalated to Stage 2 and an independent investigator will be appointed.