Overview
The complainant, Mr C, raised a number of concerns with West Dunbartonshire Council (the Council)s Social Work Department about the care being provided by their agents to his uncle. Mr C pursued this complaint through the Council's complaints procedure and, as he remained unhappy, on 23 November 2007, he requested that a Social Work Complaints Review Committee (the CRC) hear his complaint. The CRC was not held until 27 October 2008.
Specific complaint and conclusion
The complaint which has been investigated is that the Council delayed unreasonably in holding a CRC (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) apologise to Mr C for the failings identified in this report;
- (ii) review their procedures to ensure that the CRC membership is kept up to date at all times;
- (iii) ensure that, in future, any extension to the time limits, as set out in the Directions, is agreed by the complainant(s); and
- (iv) consider, as part of their review of procedures, whether there is a need for specific literature to be provided to Social Work complainants on the complaints procedure. The Council have accepted the recommendations and will act on them accordingly.