The Ombudsman found that the Council had failed to properly deal with Mr and Mrs X’s complaint in line with the statutory Social Services complaints procedure, which the Ombudsman said denied Mr and Mrs X the right to have their complaint investigated independently.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr and Mrs X for failing to deal with their complaint in line with its statutory obligations and to appoint an Independent Investigator to investigate Mr and Mrs X’s complaint within 4 weeks.