Overview
The complainants, Mr and Mrs C, complained on behalf of their late son (Mr A) that the Social Work Department of Scottish Borders Council (the Council) had failed to provide him with an appropriate level of support. They pursued this through the Council's complaint procedure and made oral submissions to a Complaints Review Committee (the CRC). The CRC did not uphold their complaint and Mr and Mrs C complained about the CRC's handling of this matter.
Specific complaint and conclusion
The complaint which has been investigated is that the handling of Mr and Mrs C's complaint by the CRC was inadequate (not upheld).
Redress and recommendations
Although the complaint is not upheld, the Ombudsman recommends that the Council apologise to Mr and Mrs C for the distress caused by the concerns raised by the CRC about the adequacy of the information provided to them prior to the CRC hearing.
The Council have accepted the recommendation and will act on it accordingly.