Overview
Mr C’s complaint resulted from the concern he raised that his elderly mother-in-law (Mrs A) had been incorrectly charged for Homecare Services for the preparation of meals by Scottish Borders Council (the Council). Mr C’s concern was acknowledged by the Council and there was an exchange of correspondence and emails between them, however, Mr C alleged that the Council inadequately dealt with his concern and, thereafter, his complaint.
Specific complaint and conclusion
The complaint which has been investigated is that the Council demonstrated poor complaints handling by not adequately responding to the complaint Mr C made, regarding their Homecare Charges (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) ensure that all emails (and all manner of contact) are responded to, and responded to in good time, and that the Council adhere to their complaints handling procedure in this regard;
- (ii) seek to improve communication between Council departments when handling complaints and enquiries, such as in this case that involved the Social Work Department and Legal Services Department. This should include considering at what point the Customer Care Manager should be involved to co-ordinate and lead procedures. In addition, when a complaint or enquiry (formal or informal) is passed to another Council department for further action, the reason for this is explained to the complainant; and
- (iii) offer an apology to Mr C for the inadequate manner his complaint was dealt with.
The Council have accepted the recommendations and will act on them accordingly.