Other : Newport City Council

Ms A complained that she was unhappy with Newport City Council’s response to her complaint about the process and decisions regarding her mother’s best interests. Ms A was concerned about communication, risk assessments and aspects of her mother’s care provided by the nursing home where she resides.

The Ombudsman decided that the Council had wrongly determined that Ms A’s complaint should be dealt with as a Corporate complaint. She said that this caused delays and frustration for Ms A. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to apologise to Ms A, and accept her complaint under Stage 2 of the Social Services Complaints Procedure (Wales) Regulations 2014 within 10 working days.