Overview
Ms C's complaint resulted from the concern she raised that her elderly aunt (Ms A) had been incorrectly charged for Homecare Services for the preparation of meals by Scottish Borders Council (the Council). Ms C's concern was addressed by the Council, however, Ms C alleged that the Council dealt inadequately with her complaint about the handling of her concerns.
Specific complaints and conclusion
The complaints which have been investigated are that the Council:
- (a) failed to guide Ms C through the Council's complaint's process or respond adequately to her complaint regarding the Homecare charges levied against her late aunt (not upheld);
- (b) postponed and delayed the Complaints Review Committee Hearing (the Hearing), which extended over the time period allowed for the Hearing to sit and report (upheld); and
- (c) delayed in forwarding a copy of the Hearing Report to Ms C (upheld).
Redress and recommendations
The Ombudsman recommends that the Council apologise to Ms C for the delay to the Hearing taking place, and for the delay in forwarding her a copy of the Hearing Report.
The Board have accepted the recommendations and will act on them accordingly.