Overview
The complainants (Mrs C and Ms B) raised a number of concerns regarding the handling of their complaint by East Dunbartonshire Council (the Council). The complaint submitted to the Council related to care services provided to Mrs C's parents.
Specific complaints and conclusions
The complaint which has been investigated is that the Council failed to handle the complaint made by Mrs C and Ms B properly (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) reflect on how they handled this complaint and the specific failings identified in this report and remind staff of the importance of communicating effectively on such matters; and
- (ii) apologise to Mrs C and Ms B for failing to make it clear to them that the Complaint Review Committee meeting was not being formally minuted and for failing to inform Mrs C that not all of her comments would be submitted to the Social Services Committee.