Ms C complained that Monmouthshire County Council declined to investigate her complaint about a care home’s decision to prevent her from visiting her mother, in what transpired to be the final days of her mother’s life.
The Ombudsman decided that because the Council funded the placement it should have responded to Ms C’s complaint, and considered the rights of both Ms C and her late mother. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to offer Ms C an apology and acknowledge her complaint within 1 week, and to provide a formal response in line with its complaints procedure.