Overview
The complainant, Mrs C, raised a number of concerns about the way in which South Lanarkshire Council (the Council) handled a complaint she made involving her elderly mother (Mrs A).
Specific complains and conclusions
The complaints against the Council which have been investigated are that:
- (a) the Review Sub-Committee was not fully aware of the terms of her complaint and hence could not make a proper decision (not upheld);
- (b) the outcome of the Hearing was censored (not upheld); and
- (c) the outcome of the Hearing was unclear (upheld).
Redress and recommendations
The Ombudsman recommends that, in order to avoid dubiety, when the Council report their findings with regard to Review Sub-Committee hearings, care is taken to ensure that each identified head of complaint is specifically addressed and responded to.
The Council have accepted the recommendation and will act on it accordingly.