Adult Social Services: Torfaen County Borough Council
Report date
10/11/2023
Subject
Adult Social Services
Outcome
Early resolution
Case ref number
202305573
Report type
Datrys yn gynnar
Relevant body
Torfaen County Borough Council
Mr P complained that Torfaen County Borough Council refused to escalate his concerns to Stage 2 of its Corporate Complaints process.
The Ombudsman found that the Council had refused to escalate his concerns in line with its Corporate Complaints process. She said that this caused frustration and uncertainty to Mr P. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr P with an apology and for its refusal to escalate his concerns and to issue a Stage 2 complaint response within 2 weeks.