Monday 19 October: Complaint form offline

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At present, we have no access to the case management system and we are currently unable to take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

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Decision Report 202405671

  • Case ref:
    202405671
  • Date:
    June 2025
  • Body:
    Dumfries and Galloway Council
  • Sector:
    Local Government
  • Outcome:
    Resolved, no recommendations
  • Subject:
    Kinship care

Summary

C, an advocacy worker, complained on behalf of their client (A) who is the kinship carer of their grandchild (B). B came to live with A from England. C complained that the council failed to assess A in relation to the kinship care arrangement in place for B and failed to respond to A's complaint about entitlement to kinship care allowance. C was seeking backdated kinship care allowance for A. The council stated that it was the responsibility of the authority in England as they were the ones who placed B in A's care.

After obtaining initial social work advice, we opened the complaint at investigation. In response to the complaint notice letter, the council agreed to apologise to A, make a backdated kinship care payment of £17,559.26 and make future monthly payments. They also agreed to update their kinship care allowance policy/procedure.

C was satisfied with this response and we closed the complaint as resolved.

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Updated: June 18, 2025