Flintshire Council criticised over handling of adult social services complaint
Flintshire County Council has been found at fault for the way it handled an adult social services complaint, after failing to follow the statutory complaints procedure set out in law.
The finding relates to a complaint made by a resident, referred to as Ms C, who raised concerns with the council in October 2024.
The Public Services Ombudsman for Wales investigated after the council did not progress the complaint to Stage 2 of its complaints process until the Ombudsman intervened.
Under the Social Services Complaints Procedure (Wales) Regulations 2005, complainants who remain dissatisfied are entitled to have their concerns independently investigated at Stage 2.
However, the investigation found that Flintshire County Council declined to escalate Ms C’s complaint because it did not believe the issues warranted an independent investigation.
The Ombudsman concluded that the council did not have the discretion to make that decision under the law and that its failure to progress the complaint amounted to maladministration.
The investigation found that the failure caused frustration and inconvenience for Ms C, who also reported a loss of confidence in the council as a result. The complaint was upheld and resolved through early resolution.
The Ombudsman also identified evidence suggesting the council’s approach reflected a wider systemic issue within adult social services complaints handling.
It found that other complainants may have been affected in the past and that there was a risk the same issue could continue if not addressed.
As part of the resolution, Flintshire County Council agreed to apologise to Ms C and to pay her £250 in recognition of the time and trouble involved in pursuing the complaint.
The council also agreed to remind all relevant staff of their legal obligation to offer and carry out a Stage 2 investigation when a complainant remains dissatisfied.
In addition, the council has committed to carrying out an audit of all adult social services complaints received over the past two years.
The audit will aim to identify whether any complainants were wrongly denied their right to a Stage 2 investigation. Where it remains practical, those complainants will be offered the opportunity to have their complaints independently investigated.
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