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Case ref:201103632
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Date:September 2012
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Body:Perth and Kinross Council
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Sector:Local Government
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Outcome:Some upheld, action taken by body to remedy, no recommendations
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Subject:complaints handling (incl social work complaints procedures)
Summary
Mr C acts as guardian and carer for his disabled adult son. He complained that the council did not properly investigate a complaint that he made on behalf of his son. He also said that they did not provide advice about the social work complaints procedure, by failing to tell him that he could take the matter on to a complaints review committee.
We found that the council's complaints procedure was quite clear about the steps that should be taken. Our investigation, however, identified several areas where this process was not followed. These included delay in appointing an investigating officer, failure to interview Mr C, and providing him with details of the procedure only after they had sent him their decision on his complaint.
We did not uphold the second complaint, as it was clear that Mr C was given detailed information about the next stage of the process, and an extension of the period to request a review.